Mac Support Technician

Position SummaryThe IT Support Analyst will provide first and second line technical support to ~1300 staff and ~30 global offices. This role requires excellent customer service skills, with a focus on diagnosing and resolving support requests in a timely and professional manner.Job Responsibilities Respond to and resolve all IT support calls/emails for all locationsProvide IT Support for all employees, in offices and working virtuallyServe as the first point of contact for technical support in the local office (office-based and remote) and global offices.Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.Support meeting room and video conference facilities, including systems like Teams and Zoom.Track, maintain, and document all support calls, ensuring quick resolution and closure of open tickets.Manage hardware asset inventory and equipment lifecycle.Enforce IT policies and guidelines, monitor enterprise management platforms/alerts, and report security risks.Work closely with other IT professionals and departments to understand and address their IT needs.Must be able to work at least 3 days per week in Washington DC officeMinor travel occasionally required (less than 10%)???????Technical Knowledge & Experience RequiredMinimum of 5 years of relevant experienceKnowledge of workstation hardware (Windows 11, Apple MacBooks) and mobile devices (iOS, Android, BYOD).Proficiency in SaaS software (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack, etc.) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud, etc.).Experience with IT Service Management platforms (BMC Helix, ServiceNow, FreshService, etc).Strong understanding of networking concepts and technologies.Excellent documentation and process skills, and discretion in handling confidential information.Relevant technology certifications desirable.Exceptional communication and interpersonal skills, with the ability to work independently and as part of a team.Experience with Jamf or Intune is a plus.BA/BS degree in Information Technology, Computer Science, or related field is a plus.On site 3 days per week in Washington DC (flex on days depending on team coverage)Base Salary Range - $70,000-$80,000Discretionary Bonus