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
