This position is currently remote, however, once Covid restrictions are lifted, this would be onsite in Raleigh, NC.

As a macOS Desktop Support Administrator, you should be able to handle first point escalation for all technical and process issues. Duties include:

• Provide technical subject matter expertise on macOS devices.
• Ensure proper communication and quick resolution as a crisis manager.
• Perform Root Cause Analysis for major \\incidents.
• Follow quality / security processes defined.
• Perform Trend analysis, identify top few incidents and work with respective teams to minimize reoccurrence.
• Perform troubleshooting, including hardware issues.
• Prepare weekly and monthly status reports.
• Participate in business meetings with various stake holders on a needed basis.
• Take corrective actions based on the customer satisfaction surveys.
• Work on the service improvement programs.
• Effort estimation/reviews as needed for new projects.
• Help train new team members.
• Able to work on Knowledge acquisition and updates to related documents.

Minimum work experience: 3 - 5 Years