Mac/Windows IT Support Specialist & Client Liaison

Pomeroy; Portage (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

Pomeroy seeks an IT Support Specialist to handle high-stress problem diagnosis and client relationship management across the technology stack. This role acts as a liaison to ensure quick resolution of issues affecting Windows and Macintosh desktops and related Apple tools.

Responsibilities include troubleshooting, virus remediation, VPN setup, documentation, and knowledge-base development, with direct impact on client satisfaction.

Qualifications

• Must be detailed-oriented and able to handle tasks under deadlines.
• Strong customer service skills with urgency and empathy.
• Excellent written and verbal English communication.
• Quick to learn client-specific applications and tools.
• Team player with collaboration across IT teams.
• Solid troubleshooting abilities for desktops and Macs.

Responsibilities

• Troubleshoot Windows and Mac desktops/laptops from network drop to device, excluding patches.
• Respond to alerts and escalations, identify probable cause and restore systems.
• Support Mac OS and Apple tools and applications.
• Provide OS updates for Macintosh desktops/laptops.
• Assist with Mac OS X Server configuration and server administration.
• Support Mac in Windows XP (virtual) and Mac OS Server environments.
• Document troubleshooting steps and resolutions in the Help Desk system.
• Add virtual desktop client to Office 2007/2010.
• Load and update antivirus software on desktops/laptops as needed.
• Remediate infections on Windows/Mac workstations.
• Create and distribute clean-up kits for remote laptops.
• Load/update VPN and RESCUE software on desktops/laptops.
• Contribute to a knowledge base of problem remediation.
• Assist with office moves by disconnecting/reconnecting desktops and peripherals.
• Assist in creating IT customer support notices and alerts as needed.

Skills

Detail-oriented

Customer service

English communication

Fast learner

Team player

Technical troubleshooting

Job description

Pomeroy seeks an IT Support Specialist to handle high-stress problem diagnosis and client relationship management across the technology stack. This role acts as a liaison to ensure quick resolution of issues affecting Windows and Macintosh desktops and related Apple tools.

Responsibilities include troubleshooting, virus remediation, VPN setup, documentation, and knowledge-base development, with direct impact on client satisfaction.