We are looking for a hands-on IT Support Specialist (macOS) to deliver dependable technical assistance for staff in Harrisburg, Pennsylvania. This contract opportunity with permanent potential is ideal for someone who enjoys resolving day-to-day user issues, supporting Apple-focused environments, and keeping endpoint and account services running smoothly. The role centers on Tier 1 and Tier 2 support, Microsoft 365 administration, device management, and clear communication with end users. You will also partner with vendors and elevate more advanced infrastructure or security matters to IT leadership when needed.
Responsibilities:
- Deliver first- and second-level support for employee technology requests, ensuring issues are logged accurately, prioritized appropriately, and carried through to completion.
- Provide day-to-day support for macOS systems, Apple hardware, mobile devices, and key workplace applications such as Microsoft 365, Teams, SharePoint, Outlook, OneDrive, Zoom, and Zoho One.
- Prepare, configure, enroll, and deploy devices while maintaining asset records, software distribution, compliance checks, and lifecycle updates for endpoints.
- Handle user account tasks including onboarding, offboarding, access adjustments, license administration, and other identity-related support activities.
- Diagnose and resolve common problems involving connectivity, authentication, conferencing tools, printers, copiers, peripherals, and general office technology.
- Create and maintain support documentation, end-user instructions, knowledge articles, and operational runbooks to improve consistency and service quality.
- Work with external vendors for troubleshooting, service coordination, and issue follow-up when third-party assistance is required.
- Escalate advanced technical, cybersecurity, or infrastructure concerns to IT leadership with clear documentation and context.
- At least 2 years of experience supporting macOS and Apple devices in an enterprise, nonprofit, education, government, or similar work setting; 3 or more years is preferred.
- At least 2 years of hands-on experience supporting or administering Microsoft 365 services, with stronger consideration given to candidates with 3 or more years.
- Practical experience using a help desk or ticketing platform to record incidents, manage priorities, track progress, and document resolutions.
- Demonstrated background in mobile device management for macOS and iOS environments, including tools such as Jamf Pro, Intune, or similar platforms.
- Working knowledge of user provisioning, account access, and identity administration, preferably including Microsoft Entra ID and Active Directory.
- Ability to troubleshoot routine network and access issues involving Wi-Fi, remote connectivity, authentication, and general endpoint communication.
- Strong written and verbal communication skills, sound judgment with confidential information, and the ability to respond effectively in an on-site support environment.
- Ability to lift up to 50 pounds and work around desks, cabling, peripherals, and office equipment as needed.