IT Support Engineer
Rightway
full-time
Posted on:
Location: Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $100,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudCyber SecurityJamfMacOS
About the role
- Managing and resolving IT service desk tickets in a timely and efficient manner.
- Diagnosing and troubleshooting hardware and software issues.
- Updating and tracking incidents through the ticketing system and maintaining proper documentation of all support requests.
- Escalating complex issues to relevant teams and maintaining communication with end-users throughout the resolution process.
- Contributing to improving service desk processes and knowledge base resources.
- Provide end-user support for macOS devices (iMacs, MacBooks) for remote users and for high-demand, call center environments in Denver and Dallas.
- Diagnose, troubleshoot, and resolve issues related to wireless network connectivity, Mac-specific hardware/software, and common cloud/SaaS systems (Okta, Jamf, Google Workspace, Jira).
- Respond to service requests with professionalism, empathy, and composure, particularly for stressed or escalated users.
- Maintain timely and accurate documentation of issues, solutions, and root causes.
- Educate users on best practices, security, and efficient use of Mac hardware and applications.
- Escalate complex issues to appropriate teams while ensuring clear, consistent user updates.
- Support onboarding/offboarding processes, including provisioning via Jamf and access/user account setup in Okta and Google Workspace.
- Collaborate with IT, HR, and call center leadership to continuously improve technical and operational processes and knowledge resources.
Requirements
- Associate’s or bachelor’s degree in a technical field or equivalent work experience.
- 3+ years of IT support experience in a macOS enterprise environment (high-volume service desk preferred).
- Demonstrated ability to maintain professionalism, empathy, and composure while assisting end-users in a fast-paced environment, responding effectively to high-pressure and escalated service desk situations.
- Extensive knowledge of Mac hardware and peripherals.
- Experience with some of the following: JAMF, Okta, Jira, Google Workspace, remote access tooling, enterprise computer management, and productivity software.
- Networking knowledge sufficient to support locations with wireless networks and remote workers.