IT Help Desk Specialist

Ideal Candidate someone with hands‑on experience in both Windows and Apple enterprise environments, along with Microsoft Intune, JAMF, Active Directory, and Microsoft Entra ID. Required Qualifications Bachelor's degree in Computer Science, Information Technology, or a related technical field (or equivalent experience). Experience providing Tier II Help Desk or Desktop Support in an enterprise environment. Strong experience supporting: Windows 10/11 macOS Desktop and laptop hardware Microsoft Office and enterprise applications Experience with: Microsoft Active Directory User account administration Group Policy Experience supporting: iPhone iPad Experience with enterprise endpoint management tools such as: JAMF Ivanti KACE SCCM or equivalent Experience performing: Desktop imaging Patch management Endpoint troubleshooting Excellent troubleshooting and analytical skills. Preferred Certifications CompTIA Security+ Apple Certified IT Professional AWS Certified SysOps Administrator – Associate ITIL Foundation Preferred Qualifications (Experience with one or more of the following) JAMF Administration PowerShell scripting Endpoint automation Imaging automation Hardware asset management Asset inventory systems Conference room technology support Zero Trust architecture FileVault Vulnerability remediation Key Responsibilities Provide Tier II technical support for enterprise users via walk‑up, remote, phone, and ticketing systems. Troubleshoot and resolve hardware, software, operating system, and network connectivity issues. Support Windows 10/11 desktops and laptops, macOS devices, iPhones, iPads, and Android devices. Install, configure, image, deploy, and maintain desktop and laptop systems. Perform hardware installations, upgrades, replacements, and lifecycle management. Administer user accounts, security groups, password resets, and access requests using Microsoft Active Directory and Microsoft Entra ID (Azure AD). Enroll, configure, manage, and troubleshoot enterprise mobile devices. Utilize Microsoft Intune, JAMF, or equivalent endpoint management solutions for device administration and compliance. Deploy software updates, operating system patches, drivers, and security updates. Diagnose authentication issues, MFA problems, endpoint performance issues, and software conflicts. Maintain accurate incident records and update ticketing systems with troubleshooting activities and resolutions. Create and maintain Standard Operating Procedures (SOPs), knowledge base articles, technical documentation, and user guides. Support endpoint security initiatives including patch management, encryption, vulnerability remediation, and Zero Trust security practices. Assist with conference room technology, audiovisual equipment, and end‑user collaboration tools. Provide exceptional customer service while supporting executive and general user populations. Train end users on hardware, software, and enterprise IT services. #J-18808-Ljbffr