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Mac Support Specialist

Washington D.C. · Part 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.

Responsibilities

Mac desktop support for OS, software and hardware

New Hire Setup and Support

Employee training and support

Manage multiple ticket queues

Google Apps / Office365 support and administration

Printer support

MDM Troubleshooting *(JAMF Pro, SimpleMDM)

Client network support and troubleshooting

Manage client IT vendors to ensure solutions to issues are being provided

Write, maintain and implement systems documentation for incident responses and recurring issues

Meet with clients on-site and troubleshoot issues remotely

Manage multiple schedules and help with sales presentations

Answer phones and generate client leads for which commissions are available

Other duties as assigned

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.

Need help?

Not sure exactly what we’re looking for or just want clarification? We’d be happy to chat with you and clear things up for you. Anytime!

Call anytime

(888) 253-9103

Email us

[email protected]

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