Hybrid Mac/Windows Service Desk Specialist

Altarum Institute; Novi (MI); Hybrid; USD 61,000 - 73,000; Full time

Benefits offered by this job

Medical, dental and optical plans

Paid time off and holidays

Tuition assistance

401K plan

Life, AD&D & Disability coverage

Flexible work environment

Job summary

Altarum Institute seeks a Service Desk Analyst in Novi, MI to support Windows and macOS users, printers, and mobile devices. The role includes on-site and remote support, ownership of issues, and ongoing training in Microsoft 365 apps.

You’ll work in a hybrid environment, with a strong emphasis on customer service, security baselines, and collaboration across Windows and Mac teams. ACSP certification is expected within six months of start date.

Qualifications

• 3+ years of Tier 1/2 desktop support in mixed Windows/macOS environments.
• Experience configuring, deploying and supporting MacBooks via MDM platforms (Jamf, Kandji, Intune).
• Strong troubleshooting on macOS and Windows 11; proficient in Entra ID, networking, encryption, antivirus, VPN, patch deployment.

Responsibilities

• Take part in the day-to-day operation and maintenance of Altarum's enterprise computing resources.
• Provide Tier 1/2 support for Windows PCs, MacBooks, and mobile devices, troubleshooting issues on both platforms.
• Resolve advanced device issues, own problems, and follow up on case status.
• Deploy, configure, and manage macOS devices via MDM (Intune), including Apple Business Manager enrollment.
• Maintain security baselines (FileVault/BitLocker), patching, antivirus, and compliance policies.
• Manage employee accounts and devices using Entra ID and Intune; integrate Macs with Entra ID for sign-in.
• Coordinate with Windows and Network teams for interoperability across systems.
• Lead beginner and intermediate training on Microsoft 365 apps for Windows and Mac.
• Create and maintain knowledge base articles for Windows and macOS support.
• Stay current on IT developments (Apple/Microsoft) and identify cost-saving improvements.
• Maintain a central info source to support outages with minimal disruption.
• Be on-call for off-hours issues and emergency response.
• Deliver high-quality customer service and communication.

Skills

Windows/macOS support

MDM management

Entra ID / Azure AD

Intune enrollment

Jira / Freshservice

Customer service

Troubleshooting

Tools

Jamf

Kandji

Intune

Job description

Altarum Institute seeks a Service Desk Analyst in Novi, MI to support Windows and macOS users, printers, and mobile devices. The role includes on-site and remote support, ownership of issues, and ongoing training in Microsoft 365 apps.

You’ll work in a hybrid environment, with a strong emphasis on customer service, security baselines, and collaboration across Windows and Mac teams. ACSP certification is expected within six months of start date.