Field Support Engineer

About This Role

Serve as the primary point of contact for IT support requests, providing troubleshooting for macOS, Mac hardware, and common software issues for a government infrastructure.

Responsibilities

• Serve as the first point of contact for IT support requests submitted via JIRA Service Management
• Respond to and resolve Tier 1 support tickets or escalate as needed
• Provide basic troubleshooting for macOS, Mac hardware, peripherals, and common software issues
• Provision and configure laptops using Kandji (MDM)
• Handle device shipping and asset updates
• Manage user and application access in Okta (account setup, deactivation, MFA, permissions)
• Support Google Workspace (Gmail, Drive, Calendar) and collaboration tools including Slack and Zoom
• Escalate issues appropriately and follow documented IT processes

Requirements

• Ability to troubleshoot macOS, Mac hardware, peripherals, and common software issues
• Experience with JIRA Service Management
• Experience with Kandji (MDM)
• Experience with Okta (account setup, deactivation, MFA, permissions)
• Proficiency with Google Workspace (Gmail, Drive, Calendar)
• Proficiency with Slack and Zoom

Skills

* Required skills