Job Description & Details
This role puts you right in the middle of keeping North American offices running smoothly, balancing day-to-day firefighting with broader IT support. If you like fixing complex desktop issues and actually helping people without drowning in bureaucracy, this is a solid gig.
What You'll Actually Be Doing
Expect to spend your days knee-deep in the helpdesk ticketing system, handling everything from urgent walk-ups and emails to escalated priority issues. You will be managing user accounts, analyzing system logs, deploying operating system updates, and making sure Windows and Mac machines are behaving properly. Beyond the individual fixes, you'll help build out standard operating procedures and contribute to larger global IT initiatives.
The Core Tech Stack
You need deep, hands-on experience with both Windows and Mac client administration because you'll be managing a mixed-OS environment daily. A solid grasp of Windows Server, Active Directory, and Office 365 is mandatory, while experience with Microsoft SCCM and JAMF will instantly move your resume to the top of the pile since device deployment and management are central to the role.
Interview Expectations
Expect the hiring manager to throw a realistic troubleshooting scenario at you, asking how you would handle a sudden influx of high-priority tickets while a VIP user is breathing down your neck. They want to see how you prioritize under pressure and whether you know when to escalate versus when to grind it out independently. They'll also likely probe your Mac and Windows deployment experience, so be ready to walk through a tough imaging or SCCM/JAMF deployment failure you've fixed in the past.
Application Advice
Skip the generic corporate summary and immediately highlight your hands-on experience managing mixed Windows and Mac environments. Make sure keywords like SCCM, JAMF, Active Directory, and Office 365 are prominently visible near the top of your resume to make it past the ATS, but back them up with actual metrics on ticket resolution volume and customer satisfaction if you have them.