IT Helpdesk Analyst

Job Summary:

We are seeking a talented and customer-oriented Helpdesk Analyst with expertise in Mac OS X, iOS, JAMF, and Zendesk to join our IT support team in Italy. The ideal candidate will be responsible for providing first-line technical support for end-users, ensuring the smooth operation of Mac and iOS devices, and leveraging JAMF for device management. The Helpdesk Analyst will also manage and track support requests using Zendesk, providing timely resolutions and maintaining a high level of customer satisfaction. This is an exciting opportunity for an individual passionate about technology and supporting end-users in a dynamic work environment.

Salary: Open (Let us know your expectation)

Key Responsibilities:

• Mac OS X & iOS Support:

  • Provide day-to-day technical support for Mac OS X and iOS devices, including troubleshooting hardware, software, and networking issues.
  • Install, configure, and maintain Mac OS X and iOS devices for end users, ensuring they are up-to-date and meet organizational standards.
  • Assist with managing device profiles, app deployments, and system configurations.
  • Troubleshoot connectivity issues, software installations, and compatibility problems on Mac OS X and iOS platforms.

• JAMF Management:

  • Use JAMF Pro to manage Mac and iOS devices, including enrolling devices, applying configurations, and managing device policies.
  • Perform remote management tasks through JAMF, such as deploying software updates, security patches, and configuration changes.
  • Monitor device compliance and perform troubleshooting via JAMF to resolve issues related to device performance, configuration, and security.

• Zendesk Ticketing System:

  • Manage and resolve support tickets submitted through Zendesk, ensuring that all user issues are tracked, documented, and addressed promptly.
  • Prioritize tickets based on urgency and impact, and escalate complex issues to higher-level support teams when needed.
  • Maintain accurate records of support requests, resolutions, and follow-ups in Zendesk to ensure timely and effective customer service.
  • Communicate effectively with end-users to provide status updates on their tickets and provide troubleshooting assistance.

• User Training and Documentation:

  • Provide guidance to end-users on how to resolve common technical issues and educate them on best practices for using Mac and iOS devices.
  • Develop and maintain knowledge base articles, FAQs, and troubleshooting documentation for end-users, helping them resolve common issues independently.

• Collaboration and Communication:

  • Collaborate with other members of the IT support team to resolve complex issues and ensure overall system stability.
  • Communicate clearly and professionally with users, both in writing and over the phone, to provide exceptional customer service and support.
  • Assist with on-boarding new employees by setting up their devices and providing initial training on using Mac and iOS systems.

• System Monitoring and Maintenance:

  • Monitor the performance of supported devices and systems, ensuring that updates, backups, and configurations are maintained in a timely manner.
  • Provide proactive support to minimize downtime and ensure the overall efficiency of the organization's technology environment.

Qualifications:

Required:

• Minimum 2 years of experience in a helpdesk or IT support role, specifically supporting Mac OS X and iOS devices.
• Proficiency in using JAMF Pro for device management and software deployment.
• Strong experience with Zendesk or similar ticketing systems for managing and tracking support requests.
• Familiarity with Mac and iOS applications, hardware, and common troubleshooting techniques.
• Solid understanding of networking concepts (e.g., Wi-Fi, VPN, DNS, DHCP).
• Strong problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
• Excellent communication skills, both written and verbal, in English and Italian (proficiency in both languages is required).
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Strong customer service orientation with a focus on user satisfaction.

Preferred:

• Apple Certified Support Professional (ACSP) or Apple Certified Macintosh Technician (ACMT).
• Experience with other MDM (Mobile Device Management) solutions beyond JAMF.
• Knowledge of additional IT support tools and platforms (e.g., remote desktop software, IT asset management systems).
• Experience with troubleshooting and supporting additional software tools commonly used in corporate environments (e.g., Microsoft Office, Google Workspace).