Help Desk Agent II for Apple Computer Support Managed Service Provider

GlobalMac IT
4.0 out of 5
Remote
$50,000 - $65,000 a year - Full-time

Profile insights

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Skills

Do you have experience in iOS?

Education

Do you have a Associate's degree?

Job details

Here’s how the job details align with your profile.

Pay

  • $50,000 - $65,000 a year

Job type

  • Full-time

Shift and schedule

  • 8 hour shift
  • Monday to Friday
  • On call

Location

Remote

Benefits
Pulled from the full job description

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Parental leave

Full job description

Position: Help Desk Agent II for Mac Support

Location: Remote

The following are the questions you might ask about the position and the answers from the hiring manager, and CEO's mouth in a FAQ format! (However, are you looking for the typical "corporate" job description? We have that too – scroll down below the Q & A's.)

Q: What makes GlobalMac IT a unique place to work?

A: We are a small entrepreneurial company that rewards its team members and strives to empower every person on our team to get to work within their unique ability. That means they get to do what they love and are most naturally good at doing.

Q: How do you ensure everyone can work within their unique ability?

A: One thing that makes GlobalMac IT unique is that our team is made up of one hundred percent A-players. Every person on the team strives to be the best at what they do, enjoys their work, and continually strives to improve.

We work very hard to maintain the quality of our team. We don't have mediocre or low-performing players on the team.

In addition, we have a clearly defined set of core values and an apparent mission that we're all working towards. Many companies might have core values, but they're just a fancy-looking poster on the wall that's read every year during the annual meeting. Our Team lives our Core Values. We review, reward, hire, and fire based on a core value fit.

Our Core Values are Grow, Be the Hero, Work Smart, and Embrace Change, and 100% of people on our team are fully aligned with those core values.

We're all working in the same direction towards a shared objective.

Q: What does GlobalMac IT Offer that no other (or few companies) offer?

A: Beyond our comprehensive employee benefits and a very lavish time off policy, I think what we offer that no one else offers is an opportunity to become part of a team that loves what they do, enjoys their work, and gets to continue to learn and grow and improve while providing a lot of value to one another as team members as well as to our clients.

Q: What makes GlobalMac IT a fun place to work?

A: It's the culture. We are very meticulous, not only about who we bring on the team but also about making sure that there are no negative people, complainers, and whiners. We do not want any "Debbie Downers."

We have the exact requirements for our clients as we do our team members. The clients we serve are positive, optimistic, fun to work with, respectful, and aligned with our Core Values. We never hesitate to let a client go who's not a right fit and doesn't align with our core values. If we ever come across a client who talks down or is blatantly disrespectful, is rude to our team members, they are handled with the same severity as our team members are if they are out of line with each other or our clients. We've walked away from $ 100,000-a-year clients because they weren't a good fit. We care more about the culture and the energy within our team and the work we get to do every day than just creating $1.

Q: Describe the A-Players on the GlobalMac Team. What is one characteristic they all have in common?

A: They love to learn, and they love to help others. Beyond anything else, I think those are their two most essential qualities. They come in hungry and open to learning new things and being coached to be even better team members.

Everyone on the team is positive and light-hearted. They enjoy the work they do. They enjoy coming to work every day. They're not afraid of a challenge. They're not scared of stepping into the unknown because they know that their team members have their backs and their leaders have their backs. They know that they're constantly supported to improve the work they do. We're continually striving to improve. Improve the quality of our services, products, and experiences we create for our clients.

Q: How would you describe your ideal candidate for this position?

A: Extremely resourceful. Able to independently find answers, but also ask for help when they hit a wall. They know how to ask the correct probing questions when speaking with a customer to help identify the issue and understand the value of picking up the phone and speaking with someone. The big thing is being resourceful.

Q: What are the day-to-day expectations?

A: The person can come in and address tickets each day, work independently, and have a thirst for knowledge. In addition to the daily tickets, they will constantly want to learn and will be taking new certifications, and courses, and gaining new knowledge during downtime. Being flexible is important as well.

Q: What tools/services do you use to make the remote troubleshooting process easy for team members and clients?

A: The phone is the tool we use most regularly. Pick up the phone and talk to someone. Screensharing software is another that we use to see what the client is doing and have them duplicate the issue. Other resources, like internal documentation, google is an easy and accessible resource to help resolve issues. Other team members also can be a great source of knowledge.

Q: What experience are you looking for in an ideal candidate?

A: A good customer service background is great to see, as well as a working knowledge of Mac/Apple products. The tech experience is important as well - we want someone familiar with working with health desk tickets. It's not always Mac-specific problems we're troubleshooting, as often it may be Microsoft Office, other programs, or general troubleshooting (like Why won't my monitor turn on?").

Q: What does the hiring process look like?

A: Our hiring process typically takes a few weeks and includes multiple steps, including a phone, CEO, cultural, and competency interview, as well as a Kolbe assessment (which we cover the costs for candidates to complete). What you can expect: if your resume interests us, we'll reach out and invite you to submit a short 5-10-minute questionnaire on our website. From there, we will reach out if interested to schedule a phone interview and the process will continue from there.

Manager Statement: We're looking for someone who can come in and kick down doors. Someone that's hungry and wants to learn, and is looking to come into a company that has ample opportunity to grow. This position is a great door into the industry with a company that wholeheartedly encourages employees to learn and grow, and always prefers to promote from within. The reason we have this position open is due to an inside promotion.Salary/Pay: Commensurate to Experience

General Summary:

GlobalMac IT works with law firms using Apple solutions with 50 or fewer employees in the United States/Canada. These firms are growth-minded, invest in technology, and value being on the cutting edge. We are their Technology Service Provider to help them navigate and align with IT best practices.

Our Help Desk Agents are responsible for managing and maintaining our client’s networks and troubleshooting tickets. Provide remote desktop support to our clients for their business technology systems. You will work independently to answer service desk calls, analyze technical issue(s), troubleshoot over the phone and via remote log-in, and escalate problems when appropriate. You will multi-task to support a variety of network and end-user environments with executives, business owners, managers, and end users. You must demonstrate superior communication skills to respond to diverse clients with needs while recognizing they are looking for solutions, not technical explanations. This position is one of the preliminary levels of support for client desktops, printers, and infrastructure. They will assist other technical staff members in resolving issues. They will be expected to maintain GlobalMac IT’s positive reputation with existing clients through exceptional service delivery. You will also perform service and preventative maintenance activities on client systems/applications. Other projects may be assigned.

Primary Relationships:

  • Internal Department or Team: Help Desk
  • External Relationships: Clients & Vendors
  • Reports to: Operations Director

Critical Roles:

  • Hitting Service Metrics
  • Remote/Logical Troubleshooting
  • Identify Root Cause and Opportunities
  • Subject Matter Expert
  • Phone First Communications/Listening Skills
  • Creative Problem Solving

Essential Duties and Responsibilities:

The Help Desk Agent II position is a key contributor to the success of managing our client’s networks. This is achieved by quickly resolving incidents that our clients open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware.

  • The primary focus is to carry out day-to-day support and help our clients with their IT issues
  • Provide and maintain detailed documentation on each ticket
  • Ability to work on multiple priorities and/or requests simultaneously
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
  • Take client requests see it through to the resolution and think creatively when needed
  • Configures and supports external networks to identify issues and implement a resolution
  • Develops and maintains all systems, applications, security, and network configurations in IT Glue when performing proactive maintenance tasks
  • Follow standard processes/procedures for our Help Desk and conform to troubleshooting standards
  • Recommends upgrades, patches, and new applications and equipment for clients to internal teams if trends or issues start recurring to propose long-term fixes
  • Escalates technology recommendations/concerns to other internal departments
  • Be resourceful and solve problems for our clients. At times, you will need to exercise creative problem-solving skills to help the client achieve their end goal.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Technical Knowledge - High comfort level working with technology at a fast pace, including cloud-based software tools, general web browsing, Microsoft Office, and Advanced knowledge in routers, switches, and other networking devices. Advanced Experience in macOS, iOS
  • On-Call Superhero - Responds to emergency calls for assistance to perform critical corrective measures to return system & network infrastructure to an operational state during off-duty hours (as required per internal rolling monthly schedule)
  • Business Ethics - Treat people with respect; Keep commitments; Inspire the trust of others; Work with integrity and ethics; Uphold organizational values.
  • Communications - Express thoughts clearly in written form; Articulate verbal thoughts understandably; Demonstrate active listening skills; Comprehend information heard; Use appropriate communication methods; Keep others informed.
  • Conflict Resolution - Maintain calm under pressure; Encourage respectful dialogue; Confront difficult situations without bias; Act within a realistic timeframe for resolution; Resolve conflicts through fair negotiation.
  • Consistency - Follow through as promised; Confirm people know each other's expectations; arrive to and complete meetings on time; Meet with direct reports in-person or by phone regularly; Change decisions rarely.
  • Cost Consciousness - Save money without lowering quality of service; Perform within approved budget; Conserve GlobalMac IT's and customer's resources; Develop profitable new revenue streams; Identify new ways to lower costs.
  • Managing Multiple Priorities - Manage multiple commitments and/or projects; Plan and utilize time efficiently; Respond to changing customer needs; Resolve conflicts to deliver on schedule; Complete work in order of customer priorities.
  • Problem Solving - Identify problems promptly; Gather and analyze information skillfully; Develop alternative solutions; Resolve problems in early stages; Work well in group problem-solving situations.
  • Teamwork - Contribute to a positive team effort; Balance team and individual responsibilities; Listen attentively and openly to others' views; Give and sincerely accept feedback; Help the team stay focused on key objectives; Resolve team conflict before it escalates; Place the team's success above own interests.
  • Troubleshooting - Anticipate problems; Demonstrate critical thinking skills, Communicate with customers as promised; Use diagnostic tools efficiently and effectively; identify, test, and implement logical solutions; Follow GlobalMac IT's troubleshooting procedures. Resolve issues through analysis and troubleshooting, vendor consultation, and leveraging other internal technical teams.

Expected Outcomes:

3 Months:

  • Demonstrate proficiency in resolving a minimum of 8 tickets closed per day.
  • Gain familiarity with GlobalMac IT's core software, systems, and client profiles.
  • Complete initial training and gain relevant certifications, if applicable.
  • Show active involvement in team meetings and collaborations.
  • Maintain a 90%+ customer satisfaction rate.

6 Months:

  • Exceed the minimum ticket resolution rate, aiming to close at least 10 tickets per day.
  • Develop strong relationships with clients, being recognized as a reliable support agent.
  • Show improvement in speed and efficiency of troubleshooting, with a 15% decrease in average resolution time.
  • Propose and implement at least one significant improvement to help desk processes.
  • Maintain a 95%+ customer satisfaction rate.

9 Months:

  • Consistently meet the advanced ticket resolution rate, aiming to close at least 12 tickets per day.
  • Be a go-to agent for complex issues, showing expertise and leadership within the team.
  • Demonstrate active participation in continual learning and professional development, seeking additional certifications or training.
  • Regularly contribute to team knowledge sharing, helping less experienced team members.
  • Maintain a 98%+ customer satisfaction rate.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Parental leave
  • Vision insurance

Experience level:

  • 3 years

Schedule:

  • 8 hour shift
  • Monday to Friday
  • On call

Education:

  • Associate (Required)

Experience:

  • MSP (Managed Service Provider) Help Desk: 2 years (Required)

Work Location: Remote

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