Global IT Helpdesk Specialist — Windows, macOS & 365

McKinsey; San Jose (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

McKinsey & Company is seeking a frontline IT support specialist based in San Jose to resolve a wide range of internal tech issues. You will manage a personal ticket queue, troubleshoot Windows 11, macOS, and Microsoft 365, and ensure smooth identity and network access for colleagues.

You’ll collaborate with IT service teams, contribute to knowledge base updates, and participate in labs testing. This role offers growth into more advanced IT positions within Global Helpdesk.

Qualifications

• Technical degree or ongoing studies in IT/CS or equivalent experience.
• 1+ year of IT support/service desk or customer-facing technical role preferred.
• Familiarity with ITSM tools (ServiceNow) and aiming for service level targets.
• Solid knowledge of Windows 11 and macOS including troubleshooting and profiles.
• Experience with Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint) and common identity issues.
• Understanding of TCP/IP, DNS, DHCP, Wi‑Fi, and VPN connectivity troubleshooting.
• Knowledge of mobile devices (iOS/Android) and MDM tools such as Intune or Jamf is a plus.
• Ability to manage a personal ticket queue and stay on schedule in a fast-paced environment.
• Strong customer orientation and ownership, delivering high-quality support.
• Excellent written and verbal English communication.

Responsibilities

• Provide high-quality IT support to an internal audience and own end-to-end resolution of cases.
• Troubleshoot and resolve issues across Windows 11, macOS, Microsoft 365, identity and access, networking, mobile devices, and hardware.
• Manage ticket queue via ITSM, communicate via email, chat and phone, and escalate when needed with documented steps.
• Contribute to knowledge base accuracy by documenting new issues and fixes.
• Collaborate with internal IT service and product teams; participate in labs testing and small team projects.
• Promote a collaborative team environment and help shape McKinsey colleagues' technology experience.

Skills

Windows 11

macOS

Microsoft 365

ITSM tools (ServiceNow)

Networking fundamentals

MDM (Intune/Jamf)

Hardware troubleshooting

Ticket queue management

English communication

Education

Information Technology / Computer Science degree or equivalent

Tools

ServiceNow

Intune

Jamf

Job description

McKinsey & Company is seeking a frontline IT support specialist based in San Jose to resolve a wide range of internal tech issues. You will manage a personal ticket queue, troubleshoot Windows 11, macOS, and Microsoft 365, and ensure smooth identity and network access for colleagues.

You’ll collaborate with IT service teams, contribute to knowledge base updates, and participate in labs testing. This role offers growth into more advanced IT positions within Global Helpdesk.