About the Role:
Brooksource is seeking a skilled and proactive Desktop Support Technician with expertise in Mac OS and Apple products to join our growing IT support team. In this role, you will be responsible for providing technical support, troubleshooting, and maintenance for Mac desktops, laptops, and other Apple hardware across the organization. As a key member of our IT team, you will ensure smooth day-to-day operations for employees working in a Mac OS environment, delivering top-notch support and technical solutions.
Key Responsibilities:
- Provide hands-on technical support for Mac OS devices, including MacBooks, iMacs, and other Apple hardware.
- Troubleshoot and resolve a variety of hardware and software issues for Apple devices, including system performance, network connectivity, peripherals, and user accounts.
- Assist in the installation, configuration, and maintenance of Mac OS-based systems and applications.
- Deliver both remote and in-person support to end-users, ensuring timely and effective issue resolution.
- Manage system upgrades, software patches, and installations for Mac devices.
- Oversee the inventory of Apple devices and related accessories, ensuring proper documentation and tracking.
- Assist with the setup and configuration of Apple devices in a corporate environment, ensuring proper integration with network resources, printers, and file servers.
- Collaborate with other IT team members to troubleshoot cross-platform issues (e.g., Mac and Windows integration).
- Document technical issues, solutions, and best practices in the internal knowledge base.
- Provide end-user training and guidance on best practices for Mac OS and Apple devices.
- Ensure compliance with company security policies and standards regarding software updates and device management.
Required Qualifications:
- Proven experience in desktop support, IT support, or helpdesk roles, with a strong focus on Mac OS and Apple products.
- Expert proficiency in Mac OS X/macOS, including troubleshooting and configuration of the operating system and applications.
- Hands-on experience supporting Apple hardware (MacBooks, iMacs, Mac Minis, iPads, iPhones).
- Familiarity with mobile device management (MDM) tools such as Jamf Pro, Intune, or similar.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).
- Experience with Mac-specific applications and services such as iWork, Office 365 for Mac, Apple Mail, and cloud integrations.
- Ability to diagnose and resolve hardware failures (e.g., hard drives, RAM, peripherals).
- Experience with remote desktop tools and troubleshooting techniques.
- Excellent customer service skills and the ability to communicate technical issues clearly to non-technical users.
- Ability to manage multiple tasks and work independently in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
