Service Desk Specialist, Senior

Service Desk Specialist, Senior

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Senior Service Desk Specialist (MacOS)
North American Bancard - Troy, MI
A Sr. Desktop Support Specialist provides Tier 1 and 2 support and serves as a technical resource and mentor to other employees. This role will have a strong and primary focus on desktop, laptop and peripheral support incidents and system management. They will mentor less-experienced colleagues in technical tasks and activities required to resolve incidents. They will take all necessary steps to resolve any end user issues and are responsible for carrying out daily hardware and software support activities to resolve incidents, configure and deploy hardware and software, deploy updates for applications and operating systems, complete patching, perform system maintenance and enforce IT security. Additionally, they will be required to handle the shipping and receiving of workstations and other IT-related equipment for onboarding / offboarding employees, as the Troy headquarters serves as primary distribution center for North American Bancard and its subsidiaries.
Must be able to provide proof of and maintain fully vaccinated COVID-19 status, per company policy, and work onsite at Troy headquarters is mandatory with rotating shifts to work remotely.

• Manage and Support ChromeOS, Windows, MacOS and Linux operating system releases, software implementations, images, monitoring tools, hardware ordering and configuration.
• Ensure systems hardware, operating systems, software systems, and related procedures adhere to organizational values and guidelines.
• Administer Google Workspace, KACE and JAMF platforms to manage the deployment of hardware, software, and device configurations.
• Work with System Engineers to ensure reliable, secure and integrated systems environments for ChromeOS, Windows, MacOS and Linux systems.
• End user support of phone system hardware, accessories and software.
• Manage daily support ticket queue and meet Service Level Agreements (SLA) as defined by leadership and the business.
• Provide world-class service and support for business critical systems and VIP customers.
• Serve as technical lead on various system upgrades and maintenance.
• Act as an escalation point for Desktop Support Specialists (Tier 1).
• Demonstrate critical thinking skills, troubleshooting, and analysis to quickly and permanently resolve IT support incidents.
• Support anti-virus, intrusion detection & prevention monitoring activities and perform thorough corrective action.
• Create and maintain support, design, and architectural documentation.

• 3+ years of technical, deployment, and administration experience with Mac OS; iOS devices including support to end users
• 3+ years experience in a medium-sized Enterprise environment (1000 users, local and remote)
• Experience in problem resolution with Google ChromeOS, Microsoft and Apple products, end-user IT systems and supporting individuals across business units to resolve incidents in person, through remote control technologies, and over the phone both locally and across large geographical distances
• Ability to interact with clients in a clear, concise, professional manner
• Working knowledge of the following:
  • ChromeOS
  • Microsoft Windows 10
  • MacOS
  • Ubuntu 20.04 TLS
  • Quest KACE
  • JAMF
  • Crowdstrike
  • ForeScout
  • Nessus Tenable
  • Google Workspace
  • MS Office Productivity Suite
• A strong, innate sense of urgency
• Strongly self-motivated and able to meet objectives with little or no direct supervision
• Able to make effective decisions in high-pressure situations, with limited management escalation
• Strong troubleshooting skills
• Exceptional written and verbal communication skills
• Team player and self-driven
• Passionate about delivering quality results
• Rarely travel may be required to support remote subsidiaries
• Scheduled hours may change to meet the needs of the company