Posted 2 months ago
Customer Service Professional - macOS
AI Summary
Provides frontline technical support for macOS-based systems in an enterprise, handling incident intake, initial troubleshooting, and service request fulfillment while escalating complex issues and maintaining high customer satisfaction.
About this role
Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Service Professional – macOS who is responsible for providing frontline technical support for Apple macOS-based systems in an enterprise environment. This role serves as the first point of contact for end users, delivering timely and effective support for hardware, software, and operating system issues while ensuring a high level of customer satisfaction.
The position focuses on incident intake, initial troubleshooting, and service request fulfillment, escalating more complex issues to higher-tier support as needed.Key Tasks & Responsibilities
Technical Support & Troubleshooting
- Provide support for macOS desktops, laptops, and peripherals.
- Troubleshoot basic hardware, software, and macOS operating system issues.
- Assist users with common issues related to email, applications, and system access on macOS devices.
- Perform basic system setup, configuration, and software installations.
- Escalate unresolved or complex issues.
- Assist with setup and deployment of macOS systems.
- Support basic hardware troubleshooting and peripheral setup (e.g., printers, monitors, docking stations).
- Update asset records and support inventory tracking in ITAM systems (e.g., ServiceNow).
- Ensure proper handling and documentation of assigned equipment.
- Serve as the first point of contact via phone, email, web, and in-person support.
- Log, track, and manage incidents and service requests in ITSM tools.
- Communicate clearly with users regarding issue status and next steps.
- Provide courteous, professional, and responsive customer service.
- Maintain high levels of customer satisfaction and adherence to SLAs.
- Accurately document incidents, service requests, and resolutions.
- Follow established procedures for incident, request, and escalation management.
- Contribute to knowledge base articles and standard operating procedures.
- Ensure compliance with IT policies and security standards.
- Work closely with macOS support, Windows teams, MAC teams, and warehouse staff.
- Support equipment deployments, relocations, and refresh activities.
- Participate in training and team meetings to improve service delivery.
- Basic knowledge of macOS operating systems and Apple hardware
- Familiarity with troubleshooting common macOS hardware and software issues
- Strong customer service and communication skills
- Ability to follow processes and document work accurately
- Ability to manage multiple tasks in a fast-paced environment
- Experience with ITSM tools (e.g., ServiceNow)
- Experience in enterprise or government IT environments
- Office and/or customer-site environment
- May require physical handling of IT equipment and on-site support
Customer Service & End-User Support
Service Management & Documentation
Collaboration & Support
Required Skills & Competencies
Preferred Qualifications
Work Environment
Education & Experience
Education
- Associate degree in Information Technology, Computer Science, or related field
(or equivalent experience) - 1–3 years of experience in IT support, help desk, or customer service
- Experience supporting macOS preferred
Experience
Certifications
- Apple certifications (e.g., Apple Certified Support Professional – ACSP)
- JAMF or other MDM certifications
- ITIL certification preferred.
Security Clearance
Skills
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