Service Desk (Apple MAC/PC Analyst) - Calabasas, CA

Harbor Freight Tools; Calabasas (CA); Remote; USD 32,000 - 48,000; Full time

Benefits offered by this job

Early pay access

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability coverage

401k plan

Paid time off

Job summary

Harbor Freight Tools is seeking a Service Desk Analyst to provide desktop and mobile device support for staff, including Windows and Mac environments, software applications, and executive staff assistance. Responsibilities include configuring devices, creating scripts for deployments, maintaining documentation, and responding to issues within SLAs.

The role involves occasional travel up to 5% and supports staff across multiple locations.

Qualifications

• Experience providing desktop support and troubleshooting in Windows and Mac environments.
• Familiarity with Active Directory and enterprise device management is a plus.
• Strong customer service skills with ability to resolve issues promptly.

Responsibilities

• Provide desktop and mobility device support with high customer satisfaction.
• Monitor Windows and Mac environments for performance issues and outages.
• Troubleshoot network and application problems per SLAs.
• Create and test Windows/Mac automation scripts for deployments.
• Manage desktop image and software updates across devices.
• Maintain SOPs and knowledge base articles for staff use.
• Configure MS Office apps and domain permissions via Active Directory.
• Track hardware in asset inventory and assist with telecom systems.

Job description

The Service Desk Analyst position assists staff with technical support of laptop and desktop computers, software applications, mobile devices, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position provides one-on-one deskside, over-the-phone, and remote consulting to Harbor Freight staff. This position also assists with maintenance and configuration of Apple Mac OS X systems and provides customer and technical support to the Executive Staff.

Duties and Responsibilities

• Provide desktop support services and activities with a high level of customer satisfaction including: installation, configuration and ongoing usability of desktop/laptop computers, peripheral equipment, mobile devices and software.
• Monitor Windows and Mac environments, identify and troubleshoot associated problems impacting performance and availability
• Troubleshoot and resolve client network and application issues in accordance with our Service Level Agreements (SLAs)
• Create, test and successfully run Windows and Apple automation scripts for enterprise deployments of software, updates and group policies in both test and production environments
• Desktop image management for client systems
• Create, follow and improve upon Standard Operating Procedures and Knowledge Base Articles.
• Configure and troubleshoot MS Office applications for clients
• Use Microsoft Active Directory to set folder/user permissions; add clients and workstations to the domain
• Track hardware in company's asset inventory
• Address client-side performance and reliability issues across multiple locations
• Properly configure agents to ensure reliable backup and recovery functions for client computers and laptops
• Maintain and update documentation for assigned projects and systems
• Assist in the implementation of telecommunications systems, including VOIP, cell phones and mailbox management
• Provide high level support for Apple Mac OS X and iPhone/iPad iOS users
• Provide "white glove" customer service and support for Executive Staff
• Additional duties as assigned by management

Scope

• Staff supervision and development: No
• Decision making
• Travel: Up to 5%
• Flex Designation:Anywhere

The anticipated range for this position is $23.03 - $34.57 per hour depending on location, knowledge, skills, education and experience. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as early access to pay, medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company's 401k plan. Associates will accrue paid time off up to 236 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.