Desktop Engineer

Summary 

As an Enterprise Technical Support Engineer specializing in Apple devices, you will be responsible for delivering high-quality technical support and troubleshooting for The IIA’s Apple hardware, software and services. You will work closely with Infrastructure team to resolve complex technical issues, provide solutions for optimizing The IIA’s Apple infrastructure, and ensure a seamless user experience.

Key Responsibilities:

• Technical Support: Provide advanced technical support and troubleshooting for Apple devices (iPhones, iPads, Macs, Apple Watches, etc.) and associated software (macOS, iOS, iPadOS).
• Staff Engagement: Serve as a primary point of contact for IIA Staff, managing and resolving technical support requests and issues in a timely and professional manner.
• Incident Management: Diagnose and resolve complex technical issues related to Apple devices and software. Escalate unresolved issues to higher-level technical teams or vendors as needed.
• Configuration and Deployment: Assist with the configuration, deployment, and management of Apple devices in an enterprise environment, including device enrollment programs (DEP), mobile device management (MDM), and software updates.
• Documentation and Reporting: Maintain accurate records of support requests, resolutions, and staff interactions. Prepare and present detailed reports and documentation related to technical support activities and outcomes.
• Training and Support: Provide training and guidance to staff on best practices for managing and utilizing Apple devices and software. Create and update knowledge base articles and user guides.
• Collaboration: Work closely with internal teams, including IT, Cybersecurity, and Infrastructure, to ensure cohesive support and integration of Apple devices within the enterprise ecosystem.
• Continuous Improvement: Stay up-to-date with the latest developments in Apple technology and industry trends. Continuously seek opportunities to improve support processes and staff satisfaction.

Supervisory Responsibilities                   

NA

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience: Minimum of 3 years of experience in technical support or IT roles, with a strong focus on Apple devices and software in an enterprise environment.
• Technical Expertise: In-depth knowledge of Apple hardware (Macs, iPhones, iPads) and software (macOS, iOS, iPadOS). Experience with Apple Business Manager, MDM solutions (JamF strongly preferred), and enterprise deployment strategies.
• Problem-Solving Skills: Proven ability to diagnose and resolve complex technical issues with minimal supervision.
• Communication Skills: Excellent verbal and written communication skills. Ability to convey technical information to non-technical users effectively.
• Customer Service: Strong customer service orientation with a focus on providing exceptional support and maintaining positive staff relationships.
• Certifications: Relevant certifications such as Apple Certified Support Professional (ACSP) or Apple Certified Technical Coordinator (ACTC) are preferred.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

Certificates, Licenses, Registrations 

Relevant certifications such as Apple Certified Support Professional (ACSP) or Apple Certified Technical Coordinator (ACTC) are preferred.

Language Skills                                         

Ability to respond to common inquiries or complaints from members, customers, volunteers, and individuals in the broader business community. Ability to consolidate data from a wide variety of sources, interpret its meaning, and present such information in a meaningful way to top management and/or volunteers.   

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills 

Expert ability to work in a computerized environment with knowledge of Microsoft Office products. 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk and sit. Specific vision abilities required by this job include close vision, distance vision and color vision.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position will require work in our Headquarters office in Lake Mary, FL 40% of the time.