MacOS IT Helpdesk Specialist

Responsibilities

• Serve as the first point of contact for Global Service Desk support via ITSM tools, Slack, and in-office walk-ups
• Manage the laptop replacement queue, primarily supporting MacBook devices
• Provide hands-on troubleshooting for macOS hardware, operating systems, and applications
• Perform MacBook imaging, setup, rebuilds, and OS installs
• Execute macOS recovery and restore workflows for Intel and Apple Silicon (M1/M2/M3) MacBooks
• Monitor and action assigned Jira/ITHELP queues following standard escalation procedures
• Provision and deprovision software and access within role-based constraints
• Administer Slack and Google Workspace
• Maintain office workstations for peripheral testing and hardware swaps

Requirements

• 3–6+ years of experience in Helpdesk, Desktop Support, or Technical Support
• Strong, hands-on macOS experience in an enterprise environment
• Understanding of Intel vs. Apple Silicon Mac architecture
• Experience with OS recovery, restores, and device rebuilds
• Familiarity with Apple Configurator 2, DFU mode, and Apple Silicon restore processes
• Experience supporting laptop hardware and endpoint applications
• Familiarity with ITSM tools and ticketing systems, preferably Jira

Preferred Qualifications

• Technical certification or Bachelor’s degree in an IT-related field

About the Company

EOS IT Solutions is a Global Technology and Logistics company providing Collaboration and Business IT Support services to some of the world’s largest industry leaders.