Customer Service Professional - macOS

Key Tasks & Responsibilities

Technical Support & Troubleshooting

Provide support for macOS desktops, laptops, and peripherals.

Troubleshoot basic hardware, software, and macOS operating system issues.

Assist users with common issues related to email, applications, and system access on macOS devices.

Perform basic system setup, configuration, and software installations.

Escalate unresolved or complex issues.

Assist with setup and deployment of macOS systems.

Support basic hardware troubleshooting and peripheral setup (e.g., printers, monitors, docking stations).

Update asset records and support inventory tracking in ITAM systems (e.g., ServiceNow).

Ensure proper handling and documentation of assigned equipment.

Customer Service & End-User Support

Serve as the first point of contact via phone, email, web, and in-person support.

Log, track, and manage incidents and service requests in ITSM tools.

Communicate clearly with users regarding issue status and next steps.

Provide courteous, professional, and responsive customer service.

Maintain high levels of customer satisfaction and adherence to SLAs.

Service Management & Documentation

Accurately document incidents, service requests, and resolutions.

Follow established procedures for incident, request, and escalation management.

Contribute to knowledge base articles and standard operating procedures.

Ensure compliance with IT policies and security standards.

Collaboration & Support

Work closely with macOS support, Windows teams, MAC teams, and warehouse staff.

Support equipment deployments, relocations, and refresh activities.

Participate in training and team meetings to improve service delivery.

Required Skills & Competencies

Basic knowledge of macOS operating systems and Apple hardware

Familiarity with troubleshooting common macOS hardware and software issues

Strong customer service and communication skills

Ability to follow processes and document work accurately

Ability to manage multiple tasks in a fast-paced environment

Preferred Qualifications

Experience with ITSM tools (e.g., ServiceNow)

Experience in enterprise or government IT environments

Work Environment

Office and/or customer-site environment

May require physical handling of IT equipment and on-site support

Education & Experience

Education

Associate degree in Information Technology, Computer Science, or related field

(or equivalent experience)

Experience

1–3 years of experience in IT support, help desk, or customer service

Experience supporting macOS preferred

Certifications

Apple certifications (e.g., Apple Certified Support Professional – ACSP)

JAMF or other MDM certifications

ITIL certification preferred.

Security Clearance

Applicants must be able to obtain a Public Trust clearance