Customer Service Professional - macOS

PiTech Solutions Inc; Morrisville (NC); On-site; USD 45,000 - 60,000; Full time

Job summary

PiTech Solutions Inc is looking for a detail-oriented Customer Service Professional to provide support for Apple macOS systems in Morrisville, North Carolina. In this role, you will be the first point of contact for users, offering technical assistance and troubleshooting various issues related to hardware and software. Ideal candidates will have an associate degree in IT or a related field, 1–3 years of relevant experience, and strong customer service skills. The position requires managing incidents and ensuring high levels of satisfaction.

Qualifications

• 1–3 years of experience in IT support, help desk, or customer service.
• Experience supporting macOS is preferred.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Provide frontline technical support for macOS-based systems.
• Troubleshoot basic hardware and software issues.
• Log, track, and manage incidents in ITSM tools.

Skills

Customer service

Technical support

macOS troubleshooting

Communication skills

Education

Associate degree in Information Technology or related field

Tools

ServiceNow

Job description

We are seeking a detail-oriented and results-driven Customer Service Professional – macOS who is responsible for providing frontline technical support for Apple macOS-based systems in an enterprise environment. This role serves as the first point of contact for end users, delivering timely and effective support for hardware, software, and operating system issues while ensuring a high level of customer satisfaction.

The position focuses on incident intake, initial troubleshooting, and service request fulfillment, escalating more complex issues to higher-tier support as needed.

Key Tasks and 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.
• 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.
• 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
• 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