Desktop Support with Mac experience

Skill required Troubleshooting in a Mac, Windows, iOS, and Android environment, customer service, Ticketing software, escalations

Job Description :

Candidates should be confident, possess excellent communication skills, and have a strong willingness to learn. They should be interested in new technologies, be process-oriented, and capable of solving complex problems under pressure.

• Maintain up-to-date knowledge of the latest Mac, Windows, and mobile platforms and their compatibility with ClientM solutions, including best practices and system configurations.
• bility to explain technology concepts, procedures, and policies in a non-technical manner; collaborate and coordinate with other teams to track, isolate, and resolve technical issues.
• Must have prior experience supporting employees at all levels and managing a team of 10 employees.
• Strong task management skills : ability to prioritize, triage, resolve, and escalate efficiently and effectively.
• dvanced knowledge of OS concepts, Active Directory, Endpoint management solutions, and various security platforms.
• Requires knowledge of OU and Security Group management.
• Strong understanding of security best practices, worst practices, concepts, and real-world applications.
• Effective communication, patience, persistence, and follow-through in tracking, troubleshooting, and resolving internal customer support calls.
• Must have effective written and verbal communication skills.
• ble to travel up to 15% of the time in this role.
• Must be capable of lifting 50lbs.
• Lead IT Onboarding sessions for new hires, contract conversions, and rehires weekly.
• Interface with leadership to solve complex issues and advocate cross-functionally.
• Provide frontline support for all employee business levels.
• Facilitate, implement, troubleshoot, problem-solve, and document findings.
• Work in a dynamic, fast-paced environment.
• Serve as technical lead and player-coach for the Tech Lounge team.
• Mentor team for improved efficiency and support process accuracy.
• Offer remote and on-site white glove technical support for leaders and partners.
• ct as a point of contact between executive stakeholders and Clients.
• Collaborate with IT teams to refine processes.
• Support internal and external events (e.g., Cliental meetings, training).
• Maintain documentation for Tech Lounge processes and runbooks.
• Establish best practices for technical support.
• Lead or consult on IT projects / initiatives.
• ct as Incident Manager for high-priority IT incidents.
• Implement / document policies and procedures for IT systems.
• Work with IT leadership on service level agreements and ticket resolution.
• Follow up with customers to identify improvement areas.
• Develop performance reports.
• Manage multiple cases with shifting priorities.
• Collaborate with Service Desk Team and other experts on projects and initiatives.