Mac-Endpoint Support Level-II

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• The Mac Endpoint Support Specialist will be responsible for supporting day-to-day MacOS and iOS devices across the Ashley enterprise, with emphasis on the Ybor, FL, location.
• Troubleshooting Mac issues, helping to load new applications onto the Mac endpoints, troubleshooting network and application issues, addressing Mac performance issues and connectivity issues, assisting with a variety of how-to inquiries from end-users, etc.
• Troubleshooting and support for all IT-related topics and anything else our customers need help with software, SaaS applications, engineering development systems, laptops (mac/win), Wi-Fi, VPN, conference room AV equipment, peripherals, etc.
• Assist with new hire onboarding including future Mac imaging and configurations.
• Work with vendors to resolve technical problems with desktop computing equipment and software.
• Coordinating with Endpoint Standards and IT Purchasing to order/procure MacOS and iOSequipment, maintaining vendor relationships, and assisting with inventory management for all IT hardware and software.
• Work closely with Managers, Service Coordinators, and other Engineers to meet customer service-level commitments and provide world-class customer service.
• Analyze existing processes, suggest, and make improvements, and implement business processes where none exists.
• Individual will report on-site every day in Ybor, FL. They will help with any Mac-related incidents on computers that come through the queue via Cherwell.
• Manage Apple assistance, Mac lifecycle management, and/or repairs of Macbooks.
• Helping some Window incidents rarely as well, but their main responsibility will be Mac products.
• 4+ years of experience in supporting and troubleshooting MacOS devices.
• Experience with Windows device support - such as imaging via SCCM a plus.
• Experience with installing Windows software, O365 apps, and updates, as well as 3rd party apps.
• Familiarity with routers, switches, and firewalls as related to troubleshooting endpoint devices.
• 4+ years of experience troubleshooting MacOS devices
• Experience working within the Jamf tool is required.
• · Bachelor's degree preferred.HS Diploma required.
• · Microsoft or A+ Certification a plus. Apple Certification(s) is a definite plus.
• · Self-motivated and able to work with limited supervision.
• · Desire to learn and support the latest technologies.
• · Excellent verbal and written communication skills
• · Excellent teamwork skills
• · A love of documentation and process improvement a plus