Apple Technical Support Specialist

2 weeks ago

Washington, United States Tekfortune Inc Full time

Tekfortune Inc is a dynamic consulting organization that excels in permanent, contract, and project-based staffing solutions for leading global enterprises across various sectors. In today’s rapidly evolving economic environment, remote recruitment and telecommuting are essential for the future workforce. Our staffing professionals are dedicated to assisting you in discovering the ideal job opportunity that aligns with your skills and aspirations.

Classification: Public

Location: Washington DC 20049

Rate: $30/HR C2C

Immediate Need: Profiles required without delay

Position: Mac Desktop Specialist

Essential Technologies:
MAC/Apple products
irWatch Intelligent Hub
JAMF Mobile Device Manager
Active Directory

Key Responsibilities:

  • Proficient in utilizing JAMF MDM for device management.
  • Act as the first and second line of support for the user community.
  • Deliver precise, consistent, innovative, and timely solutions to user challenges of moderate to advanced technical complexity, ensuring sustained user productivity in both local and remote settings.
  • Address escalated issues referred by initial support staff, maintaining thorough documentation of all work performed.
  • Engage in application packaging utilizing JAMF.
  • Contribute to the enhancement of processes, procedures, and service descriptions to boost customer satisfaction and mitigate recurring issues.
  • Provide off-hours support as necessary for relocations and special initiatives.
  • Support a wide range of software and hardware, including desktops, laptops, MAC OS, productivity suites, and business information systems.
  • Escalate issues to the appropriate personnel following established protocols.
  • Maintain up-to-date knowledge of relevant product offerings and support policies to deliver accurate technical solutions.
  • Operational duties may include coordination of moves, conference support, etc.
  • Assist with special program-related challenges as required, demonstrating flexibility in focus.
  • Collaborate with IT team members on troubleshooting incidents, root cause analysis, upgrades, and new product or process implementations.
  • Guide and mentor team members on troubleshooting, technical knowledge, and procedural inquiries.
  • Train new or junior team members.
  • Align IT product offerings with business requirements and devise solutions for complex customer needs.
Qualifications:
  • Bachelor’s degree with a minimum of 1 year of relevant experience in IT Mac customer support.
  • Associate degree or high school diploma with at least 3 years of relevant experience.
  • A minimum of 3 years of experience in technical computer support and customer service.
  • JAMF 100 Certification is required.
  • At least 2 years of experience in a Mac Support role.
  • Ability to convey technical information clearly, both verbally and in writing, to a diverse range of end-users.
  • Experience with Open DNS, Symantec End Point, and Cylance security products.
  • Strong customer service and troubleshooting capabilities.
  • Knowledge of client PC connectivity, including ethernet, TCP/IP, and VPN.
  • Familiarity with file server operations.
  • At least 2 years of experience with the latest iOS and Android systems.
  • Proficient in Windows 10, Mac OS, Google Collaboration Apps, and Office 365.

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