Desktop Support Specialist

Position Overview

Avum, Inc. is searching for a seasoned Desktop Support Specialist to deliver prompt and high-quality technical assistance to our remotely based employees. This mid-to-senior level role focuses on escalated support related to complex endpoint issues involving hardware, software, connectivity, identity management, and security protocols.

The technical environment largely consists of approximately 80% macOS Apple devices and 20% Microsoft Windows devices. Candidates with advanced expertise in macOS and Jamf administration, solid Windows knowledge, and the ability to independently troubleshoot in a remote setup are highly preferred.

Core Responsibilities

• Deliver Tier 2 and Tier 3 remote support for macOS and Windows workstations, mobile devices, peripherals, and business application usage.
• Identify and solve problems related to hardware, software, system performance, network connectivity including VPN, authentication, and account access.
• Administer Jamf platform encompassing device enrollment, configuration profiles, policies, software packaging, scripting, inventory management, security, and compliance resolution.
• Oversee end-to-end device lifecycle management including setup, deployment, upkeep, inventory tracking, shipping logistics, equipment replacement, recovery, decommissioning, and secure disposal.
• Manage and troubleshoot user account permissions, groups, multifactor authentication, single sign-on, and related productivity and remote management systems.
• Implement operating system upgrades, software rollouts, encryption standards, security measures, and enforce endpoint compliance.
• Maintain detailed asset tracking, service logs, troubleshooting records, and create/update knowledge base entries.
• Spot recurring technical challenges and propose enhancements to support workflows, documentation, and automation.
• Communicate clearly with staff, provide mentorship to junior team members, coordinate escalations, and contribute to IT projects such as device migrations, software deployments, security initiatives, and platform updates.

Work Schedule and Environment

Core working hours are 9:00 a.m. to 5:00 p.m. local to the employee’s assigned time zone with occasional schedule adjustments or after-hours work depending on project needs. No standing on-call duties are expected. A dependable internet connection and suitable remote workstation are required. Some physical tasks such as receiving, handling, shipping, or moving equipment up to 25 pounds may be necessary, with accommodations available.

Compensation and Benefits

The annual salary range is from $80,000 to $110,000, with a midpoint target of $95,000. Compensation will be finalized in accordance with experience, certifications, qualifications, and location. The benefits package includes medical (Cigna), dental and vision coverage (Principal), 401(k) plan, paid time off, education reimbursement, and certification support.

Work Environment & Requirements

• This is a hybrid/remote position with occasional on-site obligations based on contract requirements.
• Applicants must be U.S. citizens.
• Possession of or eligibility to obtain an active Secret security clearance is mandatory.
• A background check is required.

Equal Opportunity Employer

Avum, Inc. is committed to providing equal employment opportunities to all qualified candidates without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected classes. The company complies with Section 503 of the Rehabilitation Act and VEVRAA and maintains an Affirmative Action Plan.

Mandatory Qualifications

• Minimum of 5 years of desktop or endpoint support experience including Tier 2 or Tier 3 escalation.
• At least 3 years of direct Jamf administration experience covering device management, software deployment, enforcing security, and troubleshooting.
• Expert-level proficiency supporting macOS devices and solid experience with Windows in corporate settings.
• Experience managing endpoint provisioning, configuration, patching, encryption, security protocols, and device decommissioning.
• Knowledge in managing user accounts, multifactor authentication, single sign-on, user directories, groups, and role-based permissions.
• Familiarity with TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and network troubleshooting techniques.
• Experience using ticketing platforms, remote support applications, productivity suites, and collaboration tools.
• Strong analytical, communication, organizational skills, and documented ability to independently handle complex technical problems in a remote workplace.
• Integrity in handling confidential employee and corporate information.

Preferred Skills and Experience

• Hands-on experience with Jamf Connect, Jamf Protect, Apple Business Manager, and automated device registration.
• Expertise in zero-touch deployment, custom application packaging, configuration profile management, FileVault administration, patching, and compliance reporting metrics.
• Script or automation capability using shell scripting, Python, or comparable languages.
• Experience supporting cloud platforms, security solutions, audio/visual devices, or mobile equipment.
• Proven track record in mentoring junior technicians or enhancing service desk operations.
• Relevant certifications in Jamf, Apple, Microsoft, IT service management, networking, or security domains.
• An unique penchant for communicating in obscure science fiction references.