Administrator (Support & Operations)

Roles and Responsibilities – Windows & macOS (Hybrid Support) • Deliver White Glove (VIP) end user support for executives and business critical users across both Windows and macOS platforms, ensuring a high touch, concierge style experience • Perform imaging, provisioning, and deployment of Windows and macOS devices, including Apple Silicon (M series) and enterprise Windows builds • Independently troubleshoot complex Windows and macOS issues, including: o OS recovery and boot issues o System logs and diagnostics o OS corruption and performance degradation o Hardware failures and component-level troubleshooting • Administer and support endpoint management platforms, including: o Jamf Pro for macOS (enrollment, profiles, policies, patching, compliance) o Enterprise Windows management tools (Intune / SCCM / equivalent, as applicable) • Provide Level 2 onsite desktop support, taking full ownership of incidents through resolution • Support IMAC activities (Install, Move, Add, Change) for both Windows and Mac users with minimal business disruption • Perform installation, configuration, and troubleshooting of hardware, software, and peripherals across Windows and macOS environments • Act as Smart Hands for infrastructure, network, and application teams during onsite activities • Provide remote support for traveling, hybrid, and home based users across both operating systems • Troubleshoot and support endpoint security and encryption technologies, including: o BitLocker (Windows) o FileVault (macOS) • Maintain consistent productivity by resolving 5+ tickets per day, while ensuring quality, professionalism, and high customer satisfaction • Maintain accurate asset management and inventory records in ServiceNow for both Windows and Mac devices • Support weekly and monthly inventory audits, compliance validation, and lifecycle reporting • Assist with device refresh and lifecycle management programs for both Windows and Mac fleets • Handle secure unboxing, staging, shipping, return, and disposal of IT equipment • Document incidents, troubleshooting steps, root cause, and resolution clearly in ServiceNow • Perform data backup, migration, and restoration during device swaps, refreshes, or recovery scenarios

Roles and Responsibilities – Windows & macOS (Hybrid Support) • Deliver White Glove (VIP) end user support for executives and business critical users across both Windows and macOS platforms, ensuring a high touch, concierge style experience • Perform imaging, provisioning, and deployment of Windows and macOS devices, including Apple Silicon (M series) and enterprise Windows builds • Independently troubleshoot complex Windows and macOS issues, including: o OS recovery and boot issues o System logs and diagnostics o OS corruption and performance degradation o Hardware failures and component-level troubleshooting • Administer and support endpoint management platforms, including: o Jamf Pro for macOS (enrollment, profiles, policies, patching, compliance) o Enterprise Windows management tools (Intune / SCCM / equivalent, as applicable) • Provide Level 2 onsite desktop support, taking full ownership of incidents through resolution • Support IMAC activities (Install, Move, Add, Change) for both Windows and Mac users with minimal business disruption • Perform installation, configuration, and troubleshooting of hardware, software, and peripherals across Windows and macOS environments • Act as Smart Hands for infrastructure, network, and application teams during onsite activities • Provide remote support for traveling, hybrid, and home based users across both operating systems • Troubleshoot and support endpoint security and encryption technologies, including: o BitLocker (Windows) o FileVault (macOS) • Maintain consistent productivity by resolving 5+ tickets per day, while ensuring quality, professionalism, and high customer satisfaction • Maintain accurate asset management and inventory records in ServiceNow for both Windows and Mac devices • Support weekly and monthly inventory audits, compliance validation, and lifecycle reporting • Assist with device refresh and lifecycle management programs for both Windows and Mac fleets • Handle secure unboxing, staging, shipping, return, and disposal of IT equipment • Document incidents, troubleshooting steps, root cause, and resolution clearly in ServiceNow • Perform data backup, migration, and restoration during device swaps, refreshes, or recovery scenarios

Roles and Responsibilities – Windows & macOS (Hybrid Support) • Deliver White Glove (VIP) end user support for executives and business critical users across both Windows and macOS platforms, ensuring a high touch, concierge style experience • Perform imaging, provisioning, and deployment of Windows and macOS devices, including Apple Silicon (M series) and enterprise Windows builds • Independently troubleshoot complex Windows and macOS issues, including: o OS recovery and boot issues o System logs and diagnostics o OS corruption and performance degradation o Hardware failures and component-level troubleshooting • Administer and support endpoint management platforms, including: o Jamf Pro for macOS (enrollment, profiles, policies, patching, compliance) o Enterprise Windows management tools (Intune / SCCM / equivalent, as applicable) • Provide Level 2 onsite desktop support, taking full ownership of incidents through resolution • Support IMAC activities (Install, Move, Add, Change) for both Windows and Mac users with minimal business disruption • Perform installation, configuration, and troubleshooting of hardware, software, and peripherals across Windows and macOS environments • Act as Smart Hands for infrastructure, network, and application teams during onsite activities • Provide remote support for traveling, hybrid, and home based users across both operating systems • Troubleshoot and support endpoint security and encryption technologies, including: o BitLocker (Windows) o FileVault (macOS) • Maintain consistent productivity by resolving 5+ tickets per day, while ensuring quality, professionalism, and high customer satisfaction • Maintain accurate asset management and inventory records in ServiceNow for both Windows and Mac devices • Support weekly and monthly inventory audits, compliance validation, and lifecycle reporting • Assist with device refresh and lifecycle management programs for both Windows and Mac fleets • Handle secure unboxing, staging, shipping, return, and disposal of IT equipment • Document incidents, troubleshooting steps, root cause, and resolution clearly in ServiceNow • Perform data backup, migration, and restoration during device swaps, refreshes, or recovery scenarios

Roles and Responsibilities – Windows & macOS (Hybrid Support) • Deliver White Glove (VIP) end user support for executives and business critical users across both Windows and macOS platforms, ensuring a high touch, concierge style experience • Perform imaging, provisioning, and deployment of Windows and macOS devices, including Apple Silicon (M series) and enterprise Windows builds • Independently troubleshoot complex Windows and macOS issues, including: o OS recovery and boot issues o System logs and diagnostics o OS corruption and performance degradation o Hardware failures and component-level troubleshooting • Administer and support endpoint management platforms, including: o Jamf Pro for macOS (enrollment, profiles, policies, patching, compliance) o Enterprise Windows management tools (Intune / SCCM / equivalent, as applicable) • Provide Level 2 onsite desktop support, taking full ownership of incidents through resolution • Support IMAC activities (Install, Move, Add, Change) for both Windows and Mac users with minimal business disruption • Perform installation, configuration, and troubleshooting of hardware, software, and peripherals across Windows and macOS environments • Act as Smart Hands for infrastructure, network, and application teams during onsite activities • Provide remote support for traveling, hybrid, and home based users across both operating systems • Troubleshoot and support endpoint security and encryption technologies, including: o BitLocker (Windows) o FileVault (macOS) • Maintain consistent productivity by resolving 5+ tickets per day, while ensuring quality, professionalism, and high customer satisfaction • Maintain accurate asset management and inventory records in ServiceNow for both Windows and Mac devices • Support weekly and monthly inventory audits, compliance validation, and lifecycle reporting • Assist with device refresh and lifecycle management programs for both Windows and Mac fleets • Handle secure unboxing, staging, shipping, return, and disposal of IT equipment • Document incidents, troubleshooting steps, root cause, and resolution clearly in ServiceNow • Perform data backup, migration, and restoration during device swaps, refreshes, or recovery scenarios