Desktop Support Specialist

LHH; Atlanta (GA); On-site; USD 75,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

401K plan

Commuter benefits

Paid leave and Holidays

Job summary

LHH is seeking an Escalated Support Technician – Endpoint Engineering to deliver advanced macOS and Windows end-user support across the enterprise. The role requires 7+ years of experience in technical support with strong Mac expertise and Windows troubleshooting.

You will remotely diagnose issues, perform root cause analysis, collect logs, and collaborate with Windows and Mac Engineers. You will create knowledge base articles and document steps in the ticketing system to improve first-contact

Qualifications

• 7+ years of experience in technical support, desktop support, endpoint support, or a related field.
• Strong macOS support expertise is a must, with solid Windows troubleshooting experience.
• Advanced troubleshooting, critical-thinking, and root cause analysis skills.
• Experience collecting and analyzing logs, error messages, system data, and diagnostic information.
• Strong experience using ticketing systems to manage incidents, escalations, and problem tickets.
• Proven ability to create polished knowledge base articles and technical support documentation.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong customer-service mindset with professionalism and empathy in challenging situations.
• Ability to troubleshoot independently while collaborating with Endpoint Engineers and external support teams.
• Quickly learn new technologies, tools, and support processes.

Responsibilities

• Provide advanced support for macOS and Windows devices, serving as the first point of contact for escalated endpoint issues.
• Remotely connect with end users to diagnose and resolve moderately complex technical problems.
• Troubleshoot hardware, OS, software, and endpoint-related issues using systematic troubleshooting and root cause analysis.
• Collect and analyze error details, logs, diagnostic data, and technical information to identify solutions.
• Partner with Windows and Mac Engineers to resolve complex incidents and problem tickets affecting multiple users.
• Create clear and effective knowledge base articles, troubleshooting guides, and technical documentation.
• Document troubleshooting steps, findings, resolutions, workarounds, and next steps within the ticketing system.
• Manage and update Problem Tickets related to widespread or recurring endpoint issues.
• Identify opportunities to improve support processes, documentation, and first-contact resolution rates.
• Work with Microsoft Support and Apple Enterprise Support when additional technical assistance is required.

Skills

macOS support

Windows troubleshooting

root cause analysis

technical documentation

end-user support

ticketing systems

remote support

communication skills

team collaboration

problem solving

Tools

Ticketing systems

Job description

Escalated Support Technician – Endpoint Engineering | Enterprise Organization

We’re looking for an experienced Escalated Support Technician – Endpoint Engineering to provide advanced technical support across macOS and Windows environments. If you have 7+ years of experience in technical support, endpoint support, or desktop support, with strong Mac expertise, Windows troubleshooting skills, and experience creating technical documentation, this is an excellent opportunity to work closely with Endpoint Engineering teams and solve complex end-user issues.

What You’ll Do:

• Provide advanced support for macOS and Windows devices, serving as the first point of contact for escalated endpoint issues
• Remotely connect with end users to diagnose and resolve moderately complex technical problems
• Troubleshoot hardware, operating system, software, and endpoint-related issues using systematic troubleshooting and root cause analysis
• Collect and analyze error details, system logs, diagnostic data, and technical information to identify solutions
• Partner with Windows and Mac Engineers to resolve complex incidents and problem tickets affecting multiple users
• Create clear and effective knowledge base articles, troubleshooting guides, and technical documentation
• Document troubleshooting steps, findings, resolutions, workarounds, and next steps within the ticketing system
• Manage and update Problem Tickets related to widespread or recurring endpoint issues
• Identify opportunities to improve support processes, documentation, and first-contact resolution rates
• Work with Microsoft Support and Apple Enterprise Support when additional technical assistance is required

What You Bring:

• 7+ years of experience in technical support, desktop support, endpoint support, or a related field
• Strong macOS support expertise is a must, along with solid Windows troubleshooting experience
• Advanced troubleshooting, critical-thinking, and root cause analysis skills
• Experience collecting and analyzing logs, error messages, system data, and diagnostic information
• Strong experience using ticketing systems to manage incidents, escalations, and problem tickets
• Proven ability to create polished knowledge base articles and technical support documentation
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users
• Strong customer-service mindset with professionalism and empathy when handling challenging technical situations
• Ability to troubleshoot independently while collaborating effectively with Endpoint Engineers and external support teams
• Strong technical aptitude with the ability to quickly learn new technologies, tools, and support processes

If you have an interest in the Onsite – Escalated Support Technician – Endpoint Engineering, please apply now!

Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers