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Mac Support Specialist
Ref No.: 17-12141
Location: Boston, Massachusetts
Position Type:Contract
Start Date: 12/14/2017
My direct client is hiring a Mac Support Specialist.

Location: Boston, MA (Seaport District)
Hours: 9-5 with flexibility
Duration: 3+ months contract with opportunity for hire
Rate: Competitive and Dependent upon Experience
Start Date: ASAP

The following elements are goals and responsibilities for this position:
● Provides tier 1 technical support to all end-users by responding to reported issues, identifying problems, researching answers, guiding client through corrective steps, and documenting resolution
● Provides build/configuration and physical setup for all end-user hardware and software (PC & Mac), using configuration management tools and department processes
● Improves reference and resource by writing and maintaining documentation.
● Provides quality control checks for common equipment and shared resources throughout the offices
● Maintain and support printers, multifunction devices, and related supplies
● Contributes to the identification and documentation of inventory and inventory requirements within the department to serve company needs
● Supports the goals and initiatives of the IT department, as identified and prioritized by group managers
● Keeps up-to-date with new technologies and skills by engaging in learning opportunities
● Provides triage management of all issues reported through the ATK Help Desk - review, assign, categorize, and prioritize all issues and conduct regular status meetings
● Keeps track of help desk related KPIs and metrics and provides regular, summary reporting to management
● Triage manages tickets submitted to the IT help desk for assignment, priority and severity
● Assist in the maintenance and administration of Windows, Apple, and Linux servers, virtual environments, and networks
● Direct experience troubleshooting and supporting users of Mac and PC operating systems
● Knowledge of Active Directory and ability to manage (add, modify, disable) users
● Working knowledge of basic IP networking, network infrastructure, and wireless networking
● Familiarity with Google Apps for Business (Gmail, Calendar, Drive)
● Excellent troubleshooting and problem solving skills
● Experience using an IT help desk application to support end-users
● Excellent written/oral communication skills with clear, concise and friendly communication demeanor
● Flexibility during peak work periods, including evenings and weekends

● Knowledge of Spiceworks help desk
● Knowledge of configuration management tools and processes, e.g., Jamf, SCCM, Apple Remote Desktop, etc.
● Experience with Active Directory integrations in OS X environments
● Familiarity with Windows Server 2008 and higher, SQL Server 2008 and higher, mySQL
● Familiarity with Linux operating systems
● Familiarity with infrastructure virtualization, e.g., VMware
● Experience with printers/networked printers, VPN, wiring/cabling, machine upgrades (e.g., RAM, SSD/HDD, graphics processors, etc.)
● Familiarity with scripting languages - Bash, Powershell, Applescript, Javascript, Perl, PHP

● Bachelor's degree in a technical discipline (Computer Science, Information Systems, etc.) preferred
● 1-2 years practical work experience in a technical field or as a help desk tech or desk-side support role