IT Service Desk Technician

Why Work Here

Headquarters is in Charlotte, NCRecently expanded to nearshoreisolved ranked for SMB Payroll in 2023 Sapient ReportVoted top places to work in USA 2023

Job Description

The isolved IT Senior Service Desk MAC Technician is an engineer whose experience level shows them to be a subject matter expert in Mac operating systems. Will install, configure and repair macOS laptops, peripherals and mobile devices. Will interact with their users as well as guide them on issues related to hardware and software. Their understanding of how the different IT systems interact and work is of the highest levels for Service Desk Technicians. Is a subject matter expert and able to function independently without continuous oversight.

Core Job Duties

Technical assistance on the delivery, configuration, set-up and maintenance of macOS equipment, software products and hardware peripherals.Perform diagnostic tests to evaluate and isolate system problems and suggest suitable solutions.Troubleshoot issues with Mac hardware, software, and devices, including scanners and local and network printers.Be the lead point of contact in liaison with the Engineering team related to macOS.Provide end user support for corporate as well as remote Mac users.Partner with IT help desk and network infrastructure teams, to install, upgrade, and maintain equipment and the infrastructure required for macOS.Mentor other IT Service Desk Technicians in current Mac technologies.Participate in process improvements and servicing best practices like ITIL.Install and troubleshoot software issues with common enterprise products & tools.Create or modify user accounts in all necessary systems.Provide a technical escalation point for other Service Desk Technicians.Aid in the creation and maintenance of service desk policies and procedures.Establish accounts and profiles of new users and handle their password issues.

Minimum Qualifications

Apple Certified Technician (ACMT) Strong analytical and understanding of troubleshooting methodologyApple technicians need to be familiar with Apple's operating system. Experience in working with Apple's Remote Support technology, Apple Remote Desktop, Mac OS, MS Office software for Mac and Mac imaging solutions.IT Systems interplay understandingDesktop and Server relationshipsCloud computingExcellent Communication skills and ability to work with C-suite team members who use MAC laptops

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit for more information regarding our incredible culture and focus on our employee experience. Visit for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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