Service Desk Analyst (Mac Support)

Roles and Responsibilities

• Advanced troubleshooting for macOS (Reimaging, crash analysis, log collection)
• Windows support (Remote reimage, BSOD, performance optimization, app crash fixes)
• End-User Support:
• Expertise in Zero Touch Provisioning and remote support tools (Zoom, etc.)
• Strong problem-solving and incident resolution skills under SLA-driven environments
• Excellent interpersonal and communication abilities with a customer-first mindset
• Tools & Technologies:
• Active Directory (User provisioning, permissions, policy management)
• Office 365 / Google Workspace administration
• Exchange 365 / Google Admin Suite configuration & support
• Amazon Cloud PC and Telephone Apps (Amazon Connect, Zoom Phone, etc.)
• ServiceNow (Ticketing, Incident & Request Management)
• VPN solutions: Global Protect, Zscaler
• Conferencing Platforms: Zoom, BlueJeans, Microsoft Teams
• Collaboration Tools: Box, SharePoint, OneDrive, Google Drive
• Networking & Infrastructure:
• Knowledge of Networking fundamentals (LAN/WAN, IP, DNS, DHCP, VPN)
• Support for Cloud-based environments and endpoint connectivity issues
• IT Service Management:
• Familiarity with ITIL processes (Incident, Change, and Problem Management)
• Proven ability to work in 24/5 and night shift rotations supporting global teams