Desktop Support Analyst Job at Robert Half (Warren)

Desktop Support Analyst

Robert Half

Location:
United States , Warren

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The IT Apple Support and End User Support detail oriented is responsible for deploying, configuring, maintaining, and supporting Apple macOS devices across the organization. This role ensures seamless onboarding, optimal performance, and secure Apple hardware and software operation. The specialist will be the subject matter expert (SME) for macOS environments and collaborate with cross-functional teams to support end-user productivity and IT compliance. Additionally, the specialist provides training to end users and IT staff on macOS systems and tools.

Job Responsibility:

Manage MacBook devices using tools like Apple Business Manager
Regularly review and enhance the build and configuration processes while providing best practices for updates and patch management
Offer live support through phone, chat, or email
Build strong relationships with customers by sharing a passion for Apple products
Collaborate with team members and participate in training sessions to improve technical skills
Assist in creating online support experiences for Apple, including editing content and designing user interfaces
Maintain and update deployment workflows to align with OS upgrades and security policies
Automate provisioning processes for new hires and device refresh cycles
Provide Level 2 and Level 3 support for macOS-related incidents, such as OS issues, application crashes, network connectivity, and hardware diagnostics
Troubleshoot Apple peripherals (e.g., Magic Mouse, keyboards, AirPods) and software (e.g., Safari, Mail, iWork, Microsoft 365)
Support remote users via MDM tools and remote desktop platforms
Ensure that macOS devices meet enterprise security standards
Apply OS patches and security updates in coordination with IT security teams
Monitor compliance using endpoint management dashboards and audit logs
Track Apple hardware inventory, manage asset tags, and coordinate device returns and replacements
Maintain accurate records in ServiceNow or equivalent ITSM platforms
In addition to supporting the Apple environment, assist end users with company laptops
Perform incident ticket processes, responding to assigned tickets (routine and urgent) within the timeframe specified by the service level agreement and working through issues to resolution
Maintain appropriate documentation within the incident system as determined

Requirements:

Technical proficiency with: Endpoint Management Software
Familiarity with Apple Business Manager, Ivanti, Intune, WorkSpace One
Windows 10 and 11
Active Directory and Azure
VDI
LAN and WAN technology
Microsoft 365 suite

What we offer:

medical
vision
dental
life and disability insurance
eligible to enroll in our company 401(k) plan

Additional Information:

Job Posted:
January 02, 2026

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