• Enterprise Support Specialist II (MacOS)

    Job Locations US-NY-Saratoga Springs
    Job ID
    # of Openings
    Information Technology
  • Overview


    Patient Minded I act with the patient’s best interest in mind.

    Client Delight I own every client experience and its impact on results.

    Take Action I am empowered and empower others to act now.

    Grow Talent I own my development and invest in the development of others. 

    Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

    Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

    Own It I hold myself and others accountable for results.


    As an Enterprise Support Specialist II, you will be using your technical and customer service skills to deliver exceptional support in a primarily MacOS based environment. We'll rely on you to keep staffers and our business running smoothly. You'll be using your multi-tasking expertise to provide superior customer service support for desktop, laptop and mobile device issues. This includes everything from getting new users set up to resolving complex technical issues quickly.  


    Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

    • Configuring new users, setting up and repairing user workstations and peripheral IT equipment, managing user access control and administering phone system
    • Routing incoming incident and service requests to the appropriate support group or individual.
    • Maintaining accurate and timely records in issues tracking system
    • Escalating issues as needed and collaborating with other teams to see issues through to resolution
    • Maintaining service desk knowledgebase support documentation
    • Participating in professional development and team improvement initiative
    • All other duties as assigned


    • Individual will be expected to analyze end user hardware, operating system and business application issues
    • Communicate professionally and effectively with users to understand issues and propose solutions
    • Effectively manage service desk workload to meet publishing business SLAs
    • Regularly attend team meetings and provide content relating to current project status and knowledge transfer activities
    • Must have the ability to address system issues both on and off hours.

    The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.


    An individual in this position must be able to successfully perform the expectations listed above.



    The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

    • Associates degree or higher in a computer-related subject area; technical certifications in PC or network-related areas are a plus
    • A minimum of 3 years of technical support experience with superior customer service supporting desktops, laptops, mobile devices and related applications.
    • Experience supporting OSX in an enterprise environment
    • Experience with Apple enterprise management tools 


    • Experience in Apple products and Windows Server environment, Windows desktop, terminal server/thin client deployment and administration, hardware troubleshooting, network security, network administration, phone system administration
    • Strong knowledge of Office 365 suite, Microsoft Exchange, Active Directory, SCCM
    • Knowledge of network connectivity, protocols and security devices to include VPN troubleshooting
    • Experience in a VMware environment
    • Ability to be on-call for critical off-hours support
    • Experience in the life science or health industry is a plus



    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.