Desktop Support Specialist

Holistic Partners, Inc; Scottsdale (AZ); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading IT support firm in Scottsdale is seeking an experienced Technical Support Engineer to diagnose and troubleshoot technical issues in both Windows and Mac environments. This role requires 6-8 years of technical experience, proficiency in JAMF, and the ability to provide exceptional customer service. Responsibilities include delivering hands-on support for hardware, performing network troubleshooting, and managing assets using ServiceNow, ensuring user satisfaction and timely problem resolution.

Qualifications

• 6-8 years of technical experience in Windows and Mac environments.
• Experience with JAMF is required.
• Proficient in managing and troubleshooting hardware and software.
• Good understanding of computer systems and mobile devices.

Responsibilities

• Diagnose and troubleshoot technical issues including account setup.
• Deliver hands-on support for PCs and laptops.
• Perform network troubleshooting on VPN connections.
• Manage assets using ServiceNow for inventory control.
• Provide timely resolutions for hardware and software issues.

Skills

Technical troubleshooting

Customer service

Problem-solving

Communication skills

JAMF

ITSM tools

Tools

ServiceNow

Windows

Mac

Job description

• Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues
• Deliver hands‑on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment.
• Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.
• Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.
• Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
• Properly elevate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal knowledge bases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of KB Articles
• Maintain good relationships with clients

Technical Experience

• Experience level: 6 – 8 years of Technical experience in Windows and Mac
• JAMF is must have
• Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Good understanding of computer systems, mobile devices and other tech products
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Familiarity with ITSM tools like ServiceNow for ticket management.

Professional Attributes

• Excellent customer service skills and the ability to communicate effectively with non-technical users.
• Self-starter with the ability to work independently and efficiently.
• Physical ability to manage IT equipment installations and movements.
• Adaptable and flexible to meet varying work schedules and environments.