Job Overview:

The Desktop Support team monitors and maintains the hardware and software configurations on the individual or group end user level. The team installs and configures individual computer desktops, printers, phones, or other needed computer peripherals. The team monitors and delegates each user onto the appropriate networks and servers and resolves any connectivity issues.

Under some supervision, the Desktop Support Technician Level 2 resolves basic and routine computer installation requests. This includes but is not limited to Mac/PC, monitor, or phone replacement, printer or scanner fixes, software installations, etc. The Level 2 Technician coordinates the implementation of companywide hardware or software deployments. In addition to primarily supporting the Mac devices, support for Windows platforms (secondary) is required.

The Level 2 technician records and accurately documents inventory levels of hardware with every installation request. Total asset management is required as additional hardware or license agreement purchasing may be needed.

Essential Responsibilities:

• Develops processes and procedures for desktop support
• Research, documents, and establishes for software/hardware functionality
• Receives requests through internal JIRA system
• Installs and fixes advanced Mac hardware devices in the corporate and store locations
• Configure, installs, and supports Apple computers, printers, monitors, portable data storage devices, and other general peripherals
• Heavy emphasis on supporting Mac platform
• Implements specific desktop and thin client computers with appropriate Mac/PC imaging
• Interface and experience with JAMF to administer and support Apple devices
• Maintain the security of the macOS estate through security patches, and best-practice configuration of macOS’ in-built security features.
• Coordinates the implementation of companywide hardware or software deployments
• Provide support for the deployment of Adobe CC and other Mac specific software for use by corporate staff
• Maintain knowledge of Windows Operating Systems, and be able to offer support to users of these platforms as necessary
• Maintenance of IT Lab areas, wiring closets, and storage rooms
• Places orders and takes delivery of inventory as directed
• Provide white-glove service for VIP's for all incidents, service requests, etc

Contribute current technical information and best practices concerning proprietary applications