Helpdesk Technician (macOS & Windows)

Overview

The Helpdesk Technician (macOS & Windows) at Encore Enterprises provides first and second-line technical support to end-users across the organization, supporting both macOS (OS X) and Windows environments. This role requires strong troubleshooting skills, excellent customer service, and the ability to work in a fast-paced, mixed-OS environment.

Responsibilities

• Provide Tier 1 & Tier 2 technical support for macOS (OS X) and Windows operating systems, including installation, configuration, updates, and troubleshooting.
• Support Apple hardware (MacBook, iMac) and PC hardware (desktops, laptops, workstations), as well as related peripherals (printers, scanners, docking stations).
• Manage and maintain mobile device management (MDM) solutions for Apple and Windows devices (e.g., Jamf Pro, Intune).
• Troubleshoot and support common applications, including Microsoft 365, Adobe Creative Cloud, and other business software.
• Administer user accounts and permissions in Active Directory, Azure AD, and other identity management platforms.
• Provide remote and in-person support to resolve hardware, software, and network issues.
• Assist in setting up new hires' workstations, ensuring proper software installation and configurations for both macOS and Windows.
• Document issues, resolutions, and processes in the IT knowledge base.
• Maintain IT inventory, track assets, and ensure software licensing compliance.
• Escalate unresolved technical issues to senior IT staff or vendors.

Qualifications

Required

Preferred

Work Environment & Physical Requirements

Seniority level

Employment type

Job function

Locations and salary ranges observed : Dallas, TX; Richardson, TX; Southlake, TX; Lancaster, TX. Salary ranges include : $41,512.00-$50,606.00; $58,000.00-$63,000.00; $40,000.00-$80,000.00; $60,000.00-$80,000.00; $108,000.00-$156,000.00; $55,000.00-$70,000.00; $87,000.00-$125,000.00.

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