The Helpdesk Technician will provide first and second-line technical support to end-users across the organization, supporting both macOS (OS X) and Windows environments. This role requires strong troubleshooting skills, excellent customer service, and the ability to work in a fast-paced, mixed-OS environment.

Key Responsibilities

Provide Tier 1 & Tier 2 technical support for macOS (OS X) and Windows operating systems, including installation, configuration, updates, and troubleshooting.
Support Apple hardware (MacBook, iMac) and PC hardware (desktops, laptops, workstations), as well as related peripherals (printers, scanners, docking stations).
Manage and maintain mobile device management (MDM) solutions for Apple and Windows devices (e.g., Jamf Pro, Intune).
Troubleshoot and support common applications, including Microsoft 365, Adobe Creative Cloud, and other business software.
Administer user accounts and permissions in Active Directory, Azure AD, and other identity management platforms.
Provide remote and in-person support to resolve hardware, software, and network issues.
Assist in setting up new hires’ workstations, ensuring proper software installation and configurations for both macOS and Windows.
Document issues, resolutions, and processes in the IT knowledge base.
Maintain IT inventory, track assets, and ensure software licensing compliance.
Escalate unresolved technical issues to senior IT staff or vendors.

Qualifications

Required:

3+ years in a helpdesk, service desk, or IT support role.
Proficiency in both macOS (OS X) and Windows operating systems.
Familiarity with Apple hardware repair and PC troubleshooting.
Experience with MDM solutions (Jamf Pro, Intune.).
Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
Experience with ticketing systems (Zendesk, or similar).
Excellent communication and problem-solving skills.

Preferred:

Apple Certified Support Professional (ACSP) and/or Microsoft Certified: Modern Desktop Administrator Associate.
Scripting or automation experience (Bash, PowerShell, AppleScript).
Exposure to ITIL processes and best practices.
Experience supporting hybrid or remote work environments.

Work Environment & Physical Requirements:

Primarily office-based with remote troubleshooting capabilities.
Ability to lift to 25 lbs. for hardware setup or moves.
Flexibility for occasional after-hours maintenance or emergency support.

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

401(k)
401(k) matching
Dental insurance
Employee discount
Flexible schedule
Health insurance
Life insurance
Paid time off
Vision insurance

Application Question(s):

Are you ok with working onsite 5 days week?

Experience:

macOS: 3 years (Preferred)

Ability to Commute:

Dallas, TX 75248 (Required)

Ability to Relocate:

Dallas, TX 75248: Relocate before starting work (Required)

Work Location: In person

Surepoint ER

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Help Desk Technician