Desktop Support Technician

Catapult Solutions Group; Santa Clara (CA); On-site; USD 40,000 - 57,000; Full time

Job summary

Catapult Solutions Group is seeking a Desktop Support Analyst specializing in macOS/Apple to join our on-site team in Santa Clara. The role emphasizes face-to-face assistance at a front desk, troubleshooting hardware and software issues, and keeping Jira tickets updated.

You’ll work with iMacs, MacBooks, iPads, and enterprise tools (JAMF, Apple Business Manager) while collaborating with Tier 2/3 engineering for escalations. Strong communication is essential.

Qualifications

• 1–3+ years in technical support, help desk, or desktop support.
• Deep familiarity with macOS and Apple hardware (iMac, MacBook).
• Working knowledge of Windows 11 and mobile OS (iOS/Android).
• Experience with device management/deployment tools (JAMF, Intune, AD).
• Knowledge of networking basics and VPN, Jira as ticketing system.
• ITIL familiarity; strong customer service and communication.

Responsibilities

• Provide walk-up troubleshooting for iMacs, laptops, and mobile devices (70%+).
• Troubleshoot macOS, Apple IDs, FileVault, Time Machine, and management tools.
• Assist with Wi-Fi, LAN, VPN connectivity issues as needed.
• Log interactions and resolutions in Jira; contribute to Knowledge Base.
• Check-in/out equipment; update inventory for repaired devices.
• Escalate complex network/server/security incidents to Tier 2/3.

Skills

macOS knowledge

Apple hardware

Windows knowledge

Device management tools (JAMF/Intune/0

Education

Associate or Bachelor's degree in Computer Science / IT

Tools

Jira

JAMF

Intune

Active Directory

Apple Business Manager

Job description

Desktop Support Analyst (macOS/Apple Focus)

Job Type: Contract

About Our Client

Our client is a global IT solutions provider formed through the merger of two established technology firms, bringing together decades of combined expertise to serve enterprise organizations worldwide. They offer a comprehensive suite of services across digital infrastructure, hybrid cloud, cybersecurity, and artificial intelligence. Their AIM (Advise, Implement, Manage) methodology ensures each solution is tailored to the client’s specific needs and integrates with existing systems without added complexity. Driven by a commitment to innovation and client success, they help organizations move forward and scale with confidence.

Job Description

The Walk-Up Support Technician serves as the primary face of the IT department at a physical help desk, kiosk, or tech bar. This role provides immediate, face-to-face technical assistance to students, faculty, or corporate employees experiencing hardware, software, network, and peripheral issues, with a strong emphasis on Apple hardware, including iMacs, MacBooks, and the iPad/macOS ecosystem.

More than 70% of the day is spent providing walk-up support to users who bring in iMacs, laptops, and mobile devices. Each interaction, along with the diagnostic steps and resolution, is logged in Jira, and useful solutions are added to the internal Knowledge Base. The role also handles checking equipment in and out and keeping asset and inventory records current, and escalates complex network, server, or security incidents to Tier 2/Tier 3 engineering teams. Please note that hardware diagnosis and repair is not part of this role.

The ideal candidate is patient, enjoys helping people in person, and can explain technical concepts clearly to non-technical users. This is an on-site position at a front-facing desk or campus/corporate tech bar, where independent problem-solving and multi-tasking in a high-traffic environment are essential.

Duties and Responsibilities

• Provide a welcoming, professional, and efficient walk-up troubleshooting experience for users bringing in iMacs, laptops, and mobile devices (70%+ of the role).
• Troubleshoot macOS operating system issues, Apple IDs, FileVault encryption, Time Machine backups, and enterprise management tools such as JAMF or Apple Business Manager.
• Potentially help users troubleshoot Wi-Fi, LAN, TCP/IP, and corporate/campus VPN connectivity issues.
• Log all walk-up interactions, diagnostic steps, and resolutions in Jira and contribute solutions to the internal Knowledge Base.
• Check equipment in and out, tag hardware assets, and update inventory databases for repaired or replaced iMacs and accessories.
• Identify complex network, server, or security incidents and elevate them to Tier 2/Tier 3 engineering teams.

Required Experience/Skills

• 1–3+ years of experience in a technical support, help desk, or desktop support role.
• Deep familiarity with macOS and Apple hardware (iMac, MacBook Pro/Air).
• Working knowledge of Windows 11 and mobile operating systems (iOS/Android).
• Experience with device management/deployment tools (e.g., JAMF, Intune, or Active Directory).
• Understanding of basic networking, TCP/IP, DNS, DHCP, and Wi‑Fi troubleshooting.
• Familiarity with ITIL service management frameworks and ticketing platforms (Jira).
• Audio visual experience: solid understanding of how to set up, maintain, and troubleshoot sound, video, and conferencing equipment.
• Exceptional interpersonal, face‑to‑face customer service, and active‑listening skills.
• Patience and the ability to explain technical concepts clearly to non‑technical walk‑up users.
• Strong independent problem‑solving and multi‑tasking skills in a high‑traffic environment.
• Ability to lift, transport, and set up computer equipment, such as 24-inch or 27-inch iMacs weighing up to 30–50 lbs.

Education

Associate or bachelor’s degree in computer science, IT, or a related field (or equivalent hands‑on experience).

Pay & Benefits Summary

• $35/hr W2

Walk-Up Support | Desktop Support | Help Desk | macOS | Apple Support | JAMF | Tech Bar | Jira