Mac Support , Allen TX 75013
Under supervision of Regional Field Service Manager install configure, service, maintain information technology systems and applications on a Mac Device. Maintain a daily IMAC, Incident, and Refresh resolution rate of 5+ tickets per day. It is a onsite type role that does require strong people and communication skills along with a solid background of Mac workstation support.
Minimum 3 years work experience. The Individual must be able to work alone and within a team. The ability to followed defined processes and carry out various Operational type task. Strong ability to troubleshoot and isolate Level 2 type issues that are related to either Mac Hardware or Software environments.
Advanced Experience in MAC Operating systems. Candidate should also have a knowledge of all Windows related Hardware and Software type issues. Strong Experience in JAMF is preferred.
Minimum 3 years work experience.
Roles and Responsibilities:
- Setup and configuration of all MAC OS systems
- Knowledge in Zero Touch Deployment for MAC’s
- Provide 2nd Level Software Support
- Knowledge of JAMF
- Experience with JAMF self-service management and command line
- Imaging and reimaging of MAC’s Laptops to latest OS Version
- Diagnosing and Troubleshooting MAC related OS and Hardware problems
- IMAC
- Perform Software Installations on all apple devices
- Smart Hands Activities
- Provide remote support for users traveling or at home.
- Provide VPN support on Mac devices
- Provide accurate asset information within ticketing system to ensure an accurate asset database
- Perform refresh of end user devices in alignment with refresh schedules
- Assist with Mac inventory activities as required weekly and monthly
- Proper Documentation of End User Issues within Service Now
- Backup and Restoration of End User Data
- Create, modify, and maintain MAC processes and policies
- Maintain an incident/IMAC resolution/closure rate of 5+ tickets per day
- Ability to work in Active Directory for Windows if needed
- Ability to work within Service Now
- Strong ability to interact with Customers