Service Desk (Apple MAC/PC Tech)

Join Harbor Freight Tools USA, Inc. as a Service Desk Analyst providing dependable, high-touch technical support for laptop and desktop users onsite in Calabasas, CA. This role supports Windows and Apple environments, delivers desk side, phone, and remote consulting, and provides customer and technical support to Executive Staff. If you value clear process, strong troubleshooting, and reliable service levels, you’ll find plenty of room to keep systems running and users productive.

What you’ll do

• Deliver desktop support focused on installation, configuration, and ongoing usability of desktop and laptop computers, peripherals, mobile devices, and software.
• Monitor Windows and Mac environments to identify and troubleshoot issues affecting performance and availability.
• Troubleshoot and resolve client network and application problems in line with Service Level Agreements (SLAs).
• Create, test, and run Windows and Apple automation scripts for enterprise deployments including software, updates, and group policies across test and production environments.
• Manage desktop images and maintain consistent updates for client systems.
• Create, follow, and improve Standard Operating Procedures and Knowledge Base Articles.
• Configure and troubleshoot MS Office applications for clients.
• Use Microsoft Active Directory to set folder and user permissions and add clients and workstations to the domain.
• Track hardware through the company’s asset inventory.
• Address performance and reliability issues for client systems across multiple locations.
• Ensure reliable backup and recovery by properly configuring agents for client computers and laptops.
• Maintain and update documentation for assigned systems and projects.
• Assist with telecommunications systems implementation, including VOIP, cell phones, and mailbox management.
• Provide high-level support for Apple Mac OS X and iPhone/iPad iOS users.
• Provide white glove customer service and support for Executive Staff.
• Perform additional duties as assigned by management.

Tools and environments you’ll work with

Windows, Apple Mac OS X, Apple Remote Desktop, BigFix, SCCM, SMS, Microsoft Active Directory, Microsoft Exchange, Outlook, Microsoft Office and MS Office applications, Microsoft Office for Mac, Apple automation scripts, Windows automation scripts, Group policies, VOIP and telecommunications systems, iPhone/iPad iOS device management, DNS, DHCP, TCP/IP, Mobile device management, and OS/Linux/Unix Terminal.

What you’ll need

• High school diploma or equivalent.
• Familiar with Microsoft Windows and Microsoft Office.
• Strong knowledge and experience with Mac OS X and experience with Microsoft Office for Mac.
• Experience with iPhone/iPad iOS device management.
• Strong written and verbal communication skills with attention to detail.
• Strong customer service skills.
• Strong analytical, organizational, and multi-tasking skills.
• Energetic, highly self-motivated, and able to work efficiently in a start-up company environment.
• Aptitude, willingness, and strong desire to learn new things.
• Experience with remote desktop management and remote support tools.
• Experience with DNS, DHCP, and network protocols, including general knowledge of TCP/IP and patch panels.
• Certification experience: MTA, ACSP, A+ and/or Network+.
• MacOS Support Essentials ACSP certification.
• Experience with mobile device management, including iPhone mobile devices.
• Ability to stand, walk, and sit for extended periods; speak and listen in person, over phone, and via video conferencing; use keyboard and read from computer screens and reports.
• Ability to lift up to 15 lbs.
• Ability to perform safely in accordance with standard operating procedures and good manufacturing practices, without endangering health or safety of self or others.

Experience requirements

• 6+ months experience with hardware maintenance and support.
• 6+ months experience supporting Windows and/or Apple environments.
• 2+ years’ experience with Apple Remote Desktop.
• 2+ years’ experience with OS X or Linux/Unix Terminal.
• 1+ years’ experience with BigFix within a Mac environment.
• 1+ years of scripting in Windows and/or Linux environments.
• 1+ years’ working with SCCM or SMS.
• 1+ years with Microsoft Exchange and Outlook in a 500+ user environment.
• 1+ years’ experience with Microsoft Active Directory.
• 1+ years’ experience with backups and disaster recovery planning across multiple locations.

Compensation and scheduling

• Hourly pay: USD 23 to 34 per hour
• Location: Calabasas, CA (onsite)
• Travel: Up to 5%
• Flex designation: Anywhere

Benefits

• Early access to pay
• Medical, dental, and vision
• Life insurance
• Short-term and long-term disability
• 401k plan
• Paid time off up to 236 hours per year (inclusive of PTO, floating holidays, and paid holidays)
• Paid sick time up to 80 hours per year unless otherwise required by law