IT Support Specialist

Roles and Responsibilities – Windows & macOS (Hybrid Support)

• Deliver White Glove (VIP) end‑user support for executives and business‑critical users across both Windows and macOS platforms , ensuring a high‑touch, concierge‑style experience
• Perform imaging, provisioning, and deployment of Windows and macOS devices, including Apple Silicon (M‑series) and enterprise Windows builds
• Independently troubleshoot complex Windows and macOS issues , including:
• OS recovery and boot issues
• System logs and diagnostics
• OS corruption and performance degradation
• Hardware failures and component-level troubleshooting
• Administer and support endpoint management platforms , including:
• Jamf Pro for macOS (enrollment, profiles, policies, patching, compliance)
• Enterprise Windows management tools (Intune / SCCM / equivalent, as applicable)
• Provide Level 2 onsite desktop support , taking full ownership of incidents through resolution
• Support IMAC activities (Install, Move, Add, Change) for both Windows and Mac users with minimal business disruption
• Perform installation, configuration, and troubleshooting of hardware, software, and peripherals across Windows and macOS environments
• Act as Smart Hands for infrastructure, network, and application teams during onsite activities
• Provide remote support for traveling, hybrid, and home‑based users across both operating systems
• Troubleshoot and support endpoint security and encryption technologies , including:
• BitLocker (Windows)
• FileVault (macOS)
• Maintain consistent productivity by resolving 5+ tickets per day , while ensuring quality, professionalism, and high customer satisfaction
• Maintain accurate asset management and inventory records in ServiceNow for both Windows and Mac devices
• Support weekly and monthly inventory audits , compliance validation, and lifecycle reporting
• Assist with device refresh and lifecycle management programs for both Windows and Mac fleets
• Handle secure unboxing, staging, shipping, return, and disposal of IT equipment
• Document incidents, troubleshooting steps, root cause, and resolution clearly in ServiceNow
• Perform data backup, migration, and restoration during device swaps, refreshes, or recovery scenarios

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.

Pay: $51,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Work Location: On the road