Responsibilities:

• Acts as the first point of contact for user‑reported issues
• Responding to tickets, phone calls, and chat requests for both Windows 10/11 and macOS (Monterey +).
• Typical duties include diagnosing and fixing hardware problems (e.g., laptops, desktops, peripherals) and software issues (OS glitches, Office 365, basic Mac applications) using remote‑assist tools such as Microsoft Remote Desktop and RemoteCall.
• Handle device provisioning by imaging, configuring, and deploying workstations with established standards (SCCM or Jamf Self‑Service), perform routine hardware upgrades, and manage warranty RMA processes
• Involves applying scheduled OS and application patches, verifying successful installations, and ensuring endpoint protection agents and disk encryption (BitLocker/FileVault) are correctly deployed
• All incidents are logged, categorized, and updated in the service‑desk system (ServiceNow, Jira Service Management), with concise resolution notes added to the knowledge base
• Clear communication with users—explaining status, next steps, and providing brief "how‑to" guidance for tools like Teams, OneDrive, or iCloud—is essential.
• A commitment to continuous learning (staying current on OS updates, new hardware, and corporate tooling) round out the responsibilities.

Required Skills & Experience

• 2+ years of desktop support experience in a mixed Windows/macOS environment.
• Proficient with Windows 10/11 administration (basic Group Policy, Settings).
• Familiar with macOS configuration basics (profiles, Jamf Self‑Service).
• Strong troubleshooting mindset for hardware, networking (Wi‑Fi, Ethernet), and software issues.
• Experience using a ticketing platform (ServiceNow, Jira) and following ITIL‑style workflows.
• Basic knowledge of networking concepts (IP addressing, DNS, DHCP).
• Ability to follow written procedures and scripts; exposure to PowerShell or Bash is a plus.
• Good written and verbal communication; comfortable explaining technical steps to non‑technical users. Relevant entry‑level certifications are advantageous (CompTIA A+, Microsoft Modern Desktop Associate, Apple Certified Support Professional).

Why work at BTI?

We’re committed to creating a workplace where employees feel valued, supported, and empowered to grow. Our team benefits from competitive compensation, comprehensive health and wellness offerings, and opportunities for professional development. We are proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status.

We comply with all applicable federal, state, and local employment laws, including those related to fair hiring practices, pay transparency, workplace safety, and reasonable accommodations. We are dedicated to maintaining an inclusive environment where everyone has the opportunity to succeed and contribute meaningfully.