Customer Service Professional - macOS

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Service Professional - macOS who is responsible for providing frontline technical support for Apple macOS-based systems in an enterprise environment. This role serves as the first point of contact for end users, delivering timely and effective support for hardware, software, and operating system issues while ensuring a high level of customer satisfaction.

The position focuses on incident intake, initial troubleshooting, and service request fulfillment, escalating more complex issues to higher-tier support as needed.

Key Tasks & Responsibilities

Technical Support & Troubleshooting

• Provide support for macOS desktops, laptops, and peripherals.
• Troubleshoot basic hardware, software, and macOS operating system issues.
• Assist users with common issues related to email, applications, and system access on macOS devices.
• Perform basic system setup, configuration, and software installations.
• Escalate unresolved or complex issues.
• Assist with setup and deployment of macOS systems.
• Support basic hardware troubleshooting and peripheral setup (e.g., printers, monitors, docking stations).
• Update asset records and support inventory tracking in ITAM systems (e.g., ServiceNow).
• Ensure proper handling and documentation of assigned equipment.

Customer Service & End-User Support

• Serve as the first point of contact via phone, email, web, and in-person support.
• Log, track, and manage incidents and service requests in ITSM tools.
• Communicate clearly with users regarding issue status and next steps.
• Provide courteous, professional, and responsive customer service.
• Maintain high levels of customer satisfaction and adherence to SLAs.

Service Management & Documentation

• Accurately document incidents, service requests, and resolutions.
• Follow established procedures for incident, request, and escalation management.
• Contribute to knowledge base articles and standard operating procedures.
• Ensure compliance with IT policies and security standards.

Collaboration & Support

• Work closely with macOS support, Windows teams, MAC teams, and warehouse staff.
• Support equipment deployments, relocations, and refresh activities.
• Participate in training and team meetings to improve service delivery.

Required Skills & Competencies

• Basic knowledge of macOS operating systems and Apple hardware
• Familiarity with troubleshooting common macOS hardware and software issues
• Strong customer service and communication skills

• Ability to follow processes and document work accurately
• Ability to manage multiple tasks in a fast-paced environment

Preferred Qualifications

• Experience with ITSM tools (e.g., ServiceNow)
• Experience in enterprise or government IT environments

Work Environment

• Office and/or customer-site environment
• May require physical handling of IT equipment and on-site support

Education & Experience

Education

• Associate degree in Information Technology, Computer Science, or related field
  (or equivalent experience)

Experience

• 1-3 years of experience in IT support, help desk, or customer service
• Experience supporting macOS preferred

Certifications

• Apple certifications (e.g., Apple Certified Support Professional - ACSP)
• JAMF or other MDM certifications
• ITIL certification preferred.

Security Clearance

• Applicants must be able to obtain a Public Trust clearance

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected] .

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.