Desktop Support Specialist

Themesoft Inc.; Jersey City (NJ); On-site; USD 90,000 - 110,000; Full time

Job summary

Themesoft Inc. in Jersey City is seeking an experienced L3 support engineer for macOS environments. This role includes acting as the escalation point for high-severity incidents, managing MDM platforms like Jamf and Workspace ONE, and optimizing endpoint solutions

Candidates should possess over 5 years of experience in Desktop Support, strong expertise in the Apple ecosystem, and advanced troubleshooting skills across various network and security domains. Join us to drive continuous improvement initiatives and enhance team capabilities.

Qualifications

• 5+ years of hands-on experience in Desktop Support and macOS engineering.
• 5+ years of experience managing MDM platforms in large enterprise environments.
• Strong expertise in the Apple ecosystem including ABM, ADE, VPP.

Responsibilities

• Act as L3 escalation point for macOS incidents and problems.
• Administer and optimize Mobile Device Management platforms.
• Develop and maintain scripts and automation to reduce operational overhead.

Skills

Desktop Support

macOS Engineering

Mobile Device Management (MDM)

Network Troubleshooting

Stakeholder Management

Tools

Jamf

Workspace ONE

Job description

• Act as L3 escalation point for macOS incidents and problems, owning high-severity issues through resolution, including detailed root-cause analysis.
• Administer and optimize Mobile Device Management (MDM) platforms (e.g., Jamf, Workspace ONE) at enterprise scale.
• Develop and maintain scripts and automation to reduce operational overhead, accelerate remediation, and improve endpoint telemetry.
• Collaborate with Security, Networking, and Service Desk teams to standardize solutions, enhance knowledge base content, and uplift L1/L2 capabilities.
• Monitor endpoint fleet health, track KPIs (compliance, patching, incident trends), and drive continuous improvement initiatives.
• Support cross-platform environments, including interface with Windows teams, and provide assistance for VDI/Citrix environments as needed.
• Produce and maintain high-quality documentation, runbooks, and change records; actively contribute to change and release management processes.

Required Skills

• 5+ years of hands-on experience in Desktop Support and macOS engineering.
• 5+ years of experience managing MDM platforms (Jamf, Workspace ONE) in large enterprise environments (10,000+ devices).
• Strong expertise in the Apple ecosystem, including:
• Apple Business Manager (ABM)
• Automated Device Enrollment (ADE)
• Volume Purchase Program (VPP)
• Configuration profiles and policy frameworks
• Advanced troubleshooting skills across:
• Networking, Wi-Fi, VPN
• Identity/SSO and authentication
• Certificates and endpoint security
• Demonstrated ability to work independently, prioritize effectively, and perform under pressure with clear communication.
• Proven stakeholder management and cross-functional collaboration skills.