Job Functions • Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users and recommend and implement corrective solutions, including offsite repair for remote users as needed. • Install, configure, test, maintain, monitor, and troubleshoot Macintosh and Windows end-user workstations, related hardware and software in order to deliver required desktop service levels. • Assess the need for and implement performance upgrades to end user workstations, including the installation these upgrades (for example memory). • Collaborate with LAN technicians/network administrators to ensure efficient operation of the companys desktop computing environment. • Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems. • Work with the companys helpdesk on assigned problem/IMAC tickets. • Answer to and perform IMAC requests as they are submitted through the service desk. • Deploy software through SCCM (SMS) and Casper Mac Management Suite. • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. • Accurately document instances of desktop equipment or component failure, repair, installation, and removal. • Interface with third-party support and equipment vendors. Key Skills, Knowledge and Experience • Bachelors Degree in information technology, or related field (or equivalent experience). • Minimum of 3 years of IT Desktop Support experience. • Fluency in English (verbal/written) is required. • Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Certified Technology Specialist (MCTS) certification for Windows 10 highly desired. • Apple Certified Support Professional (ACSP) or Apple Certified Technical Coordinator (ACTC) for Mac OS 10.7 or 10.8 highly desired. • A+ certification highly desired. • Strong technical skills in supporting x86/x64 hardware platforms. • Ability to quickly trouble-shoot and resolve problems. • Experience working in an Active Directory environment including SCCM. • Experience with desktop virtualization (e.g. Xen) preferred but not required. • Concentrated focus on defect reduction and quality of services. • Excellent customer relations and customer support skills. • Experience working in a team-oriented, global, collaborative environment • Prepared to travel to other countries as well