Majorel Desktop Field Support

Position Summary: This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to Majorel client end users and Majorel staff. The employee in this position also assists in the maintenance and testing of network hardware, servers and associated equipment. The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment. This position has a focus on iOS products.   Overall Responsibilities: Assists staff with the installation, configuration, and ongoing usability of iMAC desktop and MacBooks, peripheral equipment (i.e., phones, cell phones, PDAs, iPhones and iPads)  and software within established standards and guideline Diagnosing and troubleshooting macOS desktop iOS mobile devices, printer and operating problems Consulting and instructing users on macOS/iOS hardware and software questions/issues Collaborate with IT Service Desk, Network, and Infrastructure teams Install, maintain and upgrade macOS/iOS equipment and its associated infrastructure Runs diagnostic tests to isolate system problems and make recommendations for potential solutions macOS and  Windows OS  support iMAC and MS Office software installation, setup and support Mac imaging solutions and JAMF & SCCM knowledge. Experience with Remote Support technologies such as Apple Remote Desktop, Bomgar etc Experience with enterprise wide rollouts of new operating systems and software Hands on experience removing viruses and spyware using various tools Provide virtual desktop troubleshooting for remote staff and WFH employees Responds to telephone calls, email and dispatched requests for technical support   Job Requirements: Undergraduate degree in a relevant field or CompTIA A Certification Preferred – JAMF or Apple Certification Desirable – Microsoft Certified Desktop Technician certification Desired - ITIL Foundations v3 certification 1-3 years experience in desktop support Macintosh experience including mid level support of Mac computers, iPhone, iPad. A working knowledge of integrating Macintosh systems into an Active Directory Domain environment. Demonstrated knowledge and ability to remotely manage client systems Identifies, researches, and resolves technical problems Experience with security and anti-virus products for Macs and Windows Understanding Active Directory and network accounts and relationships to effectively support end-users Understand basic networking technologies (LAN/WAN and wireless) Familiarity with Mac Server and JAMF experience a plus Works with vendor support contacts to resolve technical problems with desktop computing equipment and software through resolution and closure of ticket Provides support to on a variety of technical issues – examples include desktop, laptop hardware and software; network troubleshooting, in collaboration with the network infrastructure group.

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