Help Desk Analyst (Mac OS & ZenDesk Specialist)

Location: Clearwater, FL, 33764 / In-Office
Must Reside in Tampa /Clearwater Area

Job Type: Full-time

Department: IT Support / Help Desk

Job Description:

We are seeking a skilled THelp Desk Analyst to join our IT support team, specializing in Mac OS and ZenDesk. As a  Help Desk Analyst, you will play a crucial role in providing technical support to end-users, troubleshooting complex issues, and delivering outstanding customer service. The ideal candidate will have a deep understanding of Mac OS environments, excellent problem-solving skills, and experience with ZenDesk ticketing systems.

In this role, you will be the point of escalation for Tier 1 support, assisting with more complex technical issues related to Mac OS devices and applications, as well as utilizing ZenDesk to manage support requests. You’ll work closely with the IT team to ensure our employees have the tools and support they need to work efficiently and securely.

Key Responsibilities:

• Technical Support:
  • Provide advanced troubleshooting and support for Mac OS systems, including hardware, software, and networking issues.
  • Resolve issues related to Mac applications, configurations, and security.
  • Assist users with system migrations, updates, and installations on Mac devices.
• Ticket Management:
  • Handle escalated support requests from Tier 1 help desk staff via ZenDesk.
  • Maintain, update, and close tickets in the ZenDesk ticketing system, ensuring timely resolutions and customer satisfaction.
  • Document troubleshooting steps, solutions, and known issues for future reference.
• User Support:
  • Provide end-user training on Mac OS features, software, and best practices.
  • Assist with onboarding new employees by setting up Mac OS systems, applications, and user accounts.
  • Offer timely and efficient support for other software applications used in conjunction with Mac OS.
• Collaboration & Escalation:
  • Collaborate with IT teams to address complex issues and ensure proper resolution.
  • Escalate critical or unresolved technical issues to senior IT support or system administrators as necessary.
  • Work with external vendors or third-party support teams when necessary to resolve specific issues.
• System Maintenance & Configuration:
  • Support routine system maintenance, including updates, patches, and configuration changes to Mac OS devices.
  • Help monitor system performance and report any issues or inconsistencies.
• Knowledge Base:
  • Contribute to the development and maintenance of internal knowledge base articles, FAQs, and troubleshooting guides.
  • Stay up to date with new Mac OS releases, security patches, and best practices.

Qualifications & Requirements:

• Experience:
  • 2 years of experience providing IT support in a help desk or technical support role, with a focus on Mac OS environments.
  • Proficiency in troubleshooting hardware and software issues on Mac OS devices (macOS Monterey, Big Sur, or later).
  • Experience using ZenDesk or other IT service management/ticketing systems for managing support tickets and customer inquiries.
• Technical Skills:
  • In-depth knowledge of Mac OS X architecture, utilities, and security features.
  • Familiarity with software deployment tools, remote desktop support, and configuration management systems (e.g., JAMF, Munki).
  • Strong knowledge of network configurations, VPNs, Wi-Fi troubleshooting, and cloud services commonly used with Mac OS (iCloud, Google Drive, Dropbox, etc.).
  • Experience with system imaging, software installation, and managing user permissions on Mac OS.
  • Knowledge of basic IT troubleshooting techniques for peripherals, printers, and mobile devices.
• Soft Skills:
  • Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
  • Strong attention to detail, problem-solving abilities, and a proactive approach to resolving issues.
  • Ability to prioritize and manage multiple support requests in a fast-paced environment.
  • Team player with the ability to collaborate effectively with colleagues and escalate issues when appropriate.
• Preferred Qualifications:
  • Apple Certified Support Professional (ACSP) or other Apple certifications.
  • Experience supporting macOS-based enterprise environments and mobile device management (MDM) systems.
  • Familiarity with remote support tools (TeamViewer, AnyDesk, etc.) and scripting (e.g., Bash, Python) for system automation.

Why Join Us:

• Growth Opportunities: As part of our dynamic IT support team, you'll have the opportunity to develop your skills, gain exposure to a wide range of technologies, and grow your career in IT.
• Collaborative Environment: Work alongside talented IT professionals in a supportive and inclusive team environment.
• Comprehensive Benefits: We offer a competitive salary, health benefits, retirement plans, and other employee perks.
• Work-Life Balance: Enjoy a flexible work schedule and the option to work remotely.

If you're a dedicated IT professional with a passion for providing exceptional user support and have expertise in Mac OS and ZenDesk, we would love to hear from you!