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Guerra LLP

User Support Specialist-Helpdesk

Guerra LLP
San Antonio, TX $45k - $55k/yr Full time Posted 26d ago
Cloud Platforms Customer Support End User Support Hardware Deployment Hardware Support Help Desk Information Technology (IT) IT Services Jamf Mac Microsoft 365 Mobile Device Management Phone Support Technical Support
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Job Description

Onsite Tier 1 IT support for a 100+ user macOS and iOS environment in San Antonio, TX, delivering device management via JAMF Pro and leveraging Microsoft 365 for productivity, with duties spanning onboarding, asset control, documentation, and occasional in-person assistance.

Responsibilities

  • Respond to helpdesk tickets, phone calls, and emails to resolve hardware, software, and network issues, escalating complex problems as needed.
  • Install, configure, and support macOS workstations, iOS devices, and related peripherals.
  • Administer software deployments, system updates, and upgrades to keep endpoints current and secure.
  • Operate and support the JAMF Pro environment for Apple device management and policy enforcement.
  • Maintain an accurate IT asset inventory, including user devices, software licenses, and peripherals.
  • Create and update user-facing documentation such as quick reference guides, Help Sheets, and FAQs.
  • Assist with onboarding of new hires and conduct end-user training sessions as required.
  • Provide on-site support for legal proceedings and firm events when necessary.
  • Research and recommend IT tools and improvements aligned with industry trends and organizational needs.
  • Stay informed about security best practices and contribute to compliance efforts.
  • Participate in routine IT maintenance and other duties as assigned by the department.

Requirements

  • Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience.
  • 3+ years of IT support experience in a macOS/iOS-centric business environment.
  • Hands-on expertise with macOS versions 13 and newer.
  • Proficiency with Microsoft 365, including Office apps, Teams, SharePoint, and OneDrive.
  • Practical experience with JAMF Pro or comparable Apple device management platforms.
  • Strong troubleshooting abilities and solid knowledge of computer hardware and networks.
  • Excellent written, verbal, and interpersonal communication skills.
  • Ability to prioritize tasks and manage time effectively in a fast-paced setting.
  • Willingness to travel for occasional in-person support.

Technologies

  • JAMF Pro
  • Microsoft 365
  • macOS 13+
  • iOS

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