Mac Support Specialist
Washington D.C. · Full Time
Who we are
Grove Technologies is the premier Mac Support and Services Agency in Washington DC. We help clients, large and small in all sectors realize the power of using Mac in the workplace. Since 2014 we have grown from a boutique Mac Consultancy to a 5 star, award winning, technology startup delivering best in class Mac Support, Software Development and Cybersecurity services.
What we’re looking for
The Mac Support Specialist primary responsibilities will be to triage all support requests, resolve issues as possible, and escalate issues as needed. You'll get the chance to flex your technical muscles daily by providing awesome customer support to our clients. You use your can-do leadership and multitasking skills to drive projects to completion. Your love of helping others and whistle-while-you-work attitude brings smiles to others. You will be responsible for delivering and completing assigned projects, providing employee support whether it be for Mac, imaging, desk setups, training or general assistance.
We are looking for someone experienced and confident to own IT support and help us scale as the business grows. The ability to deliver world class customer service and communication is key to success in this position. Our clients are predominantly all Apple environments so we are looking for someone who can comfortably live and breathe in the Mac world.
Our ideal candidate is empathetic and someone who has the ability to listen to clients’ needs, learn their business and make targeted recommendations based on their business needs. Grove values customer service, with a focus on results. Grove defaults to transparency both internally and externally with our clients and we practice the radical candor approach to communication. Read more about our core values and what makes us such an amazing place to work here.
Responsibilities
Provides second and third level technical support to clients for technical issues related to all technology systems (computers, routers, switches, SaaS tools like O365, Google Workspace, and MDM’s like Kandji, Mosyle and more), and the online platforms they connect to.
Triage issues our clients have such as dealing with kernel panic, system crashes, data corruption repair, kernel level diagnostics, and more.
Work alongside operational and technical roles within our clients ecosystem to assist them with issues they are experiencing in real time such as Desktop MFA, Single Sign on and more.
Troubleshoot and research issues to identify root causes
Meet face-to-face (over ZOOM) to provide technical support when needed
Work nights and weekends as required.
Diagnose and troubleshoot incoming client help desk requests and calls
Provide support services to clients with technical problems and information technology issues involving desktop, laptop or network services
Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, e-mail, and operating systems
Install and troubleshoot software including complex MDM enrollments, Multi Factor Authentication and Single Sign On solutions.
Knowledgeable in software deployment via a variety of MDM’s in the macOS ecosystem.
Extremely knowledgeable with Helpline Ticketing Tools
Assist with new employee onboarding (hardware configuration, user accounts, training)
Other duties as assigned (See Roles & Responsibilities)
About You
Have 1 - 2 years Desktop Support experience
Has a good understanding of networking for troubleshooting problems
Expertise in supporting current releases of MacOS, iOS, padOS
Has Excellent communication skills & Problem analysis and resolution skills
Ability to show initiative to take on assignments of a more advanced nature
Experience with the following technologies: Google Apps, Meraki MDM, Wifi, and Office365
Ability to prioritize and address multiple tasks in a dynamic work environment
Ability to meet deadlines and manage stress effectively in high-pressure situations
Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience
Working ability and willingness to learn new products and services in a timely manner
Knowledgeable and willing to learn current and future technology and solutions
Minimum 1 year experience in the IT industry
Desired
Apple Certified System Administrator (ACSA), Apple Certified Macintosh Technician (ACMT) Certifications are a plus
Apple Genius Bar Experience a plus
Experience with Macintosh desktop imaging and distribution platforms such as JAMF, Casper Suite, ARD and Mac Mobile Device Management platforms (such as JAMF Casper Suite) a plus
Familiarity with technical language to be able to communicate effectively with our software development team and technology clients
Highly motivated with a positive attitude with the ability to work independently and within a team environment
The Culture
We’re more focused on deliverables than meetings. Everyone’s opinion is respected and all ideas are given equal consideration. It’s a culture of meaningful work by dedicated, hard-working individuals, but the environment is relaxed and creative too.
Bill Young
HapstakDemetriou+
"Hands down the best decision our firm has made this year. Grove Technologies have been instrumental in restructuring our internal network and helped resolve a whole host of issues that have plagued our firm for years."
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