IT Support Specialist (macOS/Linux)

LTN Global is seeking an Information Technology Support Specialist (macOS/Linux) to provide technical assistance in our office in Columbia MD, as well as for remote employees in other locations. Candidates will mainly be responsible for providing technical support for basic technical issues with Apple computers, and commonly used SaaS products like Google Workspace, Slack, Zoom, etc.

An excellent candidate will have good technical knowledge, but even more important are strong customer service and communication skills, and the ability to ask questions to effectively understand the issue at hand.

LTN Global works with and supports the world's largest media and entertainment companies, sports leagues, and many other media industry leaders. This role is a critical part of the "engine" that will keep our customers and services on the air, providing quality content to their users and fans.

Responsibilities

• Serve as a first point of contact for end users seeking technical support via email, Slack, or Zendesk tickets.
• Perform basic troubleshooting and resolution of issues with Apple computers, company workstations, or company-owned SaaS products, while maintaining high standards of customer service.
• Escalate unresolved issues or issues requiring more attention, to senior IT staff and management in a timely manner.
• Accurately record issues, requests, and other related communication in the company ticketing system (Zendesk)
• Track and maintain inventory of IT equipment, including equipment assigned to personnel.
• Perform IT tasks pertaining to onboarding/offboarding for personnel changes, such as (but not limited to):
  • Creating accounts on SaaS systems, such as Google, Slack, etc.
  • Setup and deployment of new computers and peripherals
  • Conduct end-user introductory training to LTN IT systems and policies

Requirements:

• Experience with supporting Apple computers in an enterprise environment
• Experience with management systems for Apple computers (JAMF, Kandji, Apple MDM etc.)
• Ability to diagnose and resolve technical issues, both in person and remotely
• Excellent communication and record keeping skills
• Strong customer service skills, follow up and initiative
• Ability and willingness to learn new technologies and systems quickly

Preferred Qualifications:

• Familiarity with any IT/Helpdesk ticketing system
• Working knowledge of SaaS administration (such as Google Workspace, Atlassian products, Slack, etc.)
• Independently working in an multinational/multicultural environment
• Basic knowledge of Standard office networking and IT security principles