What Goes Around Comes Around · 5 hours ago
Help Desk Engineer
Jersey City, NJ
Full-time
Onsite
New Grad, Entry Level
$80K/yr - $95K/yrWhat Goes Around Comes Around is seeking a customer-focused Tier 1 Onsite Engineer with strong experience supporting Apple macOS systems in a business environment. The ideal candidate will provide hands-on technical support, perform troubleshooting, and assist with day-to-day IT operations for end users.
FashionLifestyleOnline Portals
Responsibilities
Maintain daily ticketing system updates
Accurately analyze severity of problems and escalate according to set procedures
Assist in the resolution of customer and employee support issues
Research, resolve and respond to questions received via email, chat, and telephone tickets
Acquire and maintain current knowledge of relevant products (software and hardware), support policies, and Apple/macOS ecosystem tools
Provide onsite Level 1 support for macOS hardware, software, and peripherals
Troubleshoot macOS issues including login problems, application errors, OS performance, and connectivity
Assist with setup, configuration, and deployment of Apple devices using Apple Business Manager (ABM) and MDM tools (Jamf, Mosyle, Kandji, Intune, etc.)
Install, update, and maintain software applications; assist with OS upgrades and device compliance
Support basic Windows desktop issues as needed
Perform hardware diagnostics and coordinate Apple warranty repairs
Assist with printer, scanner, tablet, mobile device, and peripheral configuration
Support end-user applications including Microsoft 365, Google Workspace, Adobe Creative Suite, and Final Cut
Assist with wireless and VPN configuration on Apple devices
Knowledge of basic system administration functions
Assist in developing and maintaining a problem-resolution knowledge base
Participate in team projects that enhance the quality or efficiency of Help Desk services
Attend training sessions and occasionally assist in delivering training
Communicate professionally with Help Desk team members and other departments
Report system and personnel problems to appropriate individuals
Coordinate workload with other Help Desk Engineers and Managers
Provide excellent onsite customer service with professionalism and clarity
Qualification
Required
Aptitude for providing excellent customer service
Ability to interact professionally and courteously with users, including in stressful situations
Excellent written and verbal communication skills, strong problem-solving abilities, and proper telephone etiquette
Ability to leverage IT remote support tools to assist end users
Ability to follow Help Desk standards, guidelines, and assist others in interpreting policy
Ability to handle 20–30 inbound tickets daily in a fast-paced environment
Maintenance, support, and troubleshooting of macOS and Windows platforms
Support and troubleshooting of associated peripherals (printers, scanners, cameras, phones, tablets)
End-user application support for MS Office, Google Workspace, Adobe Creative Suite, Final Cut, and common macOS applications (Finder, Mail, Safari, etc.)
Basic networking knowledge including Wi-Fi, TCP/IP, and VPN fundamentals
Ability to perform device provisioning, imaging, and enrollment for Apple devices
Preferred
Experience troubleshooting websites and browser-related issues
Knowledge of UNIX/macOS command line
Experience installing, configuring, and troubleshooting wireless and VPN access on macOS
Experience with Apple Business Manager, DEP, and VPP
Familiarity with Mobile Device Management solutions (Jamf, Mosyle, Kandji, Intune)
Familiarity with Ubiquiti UniFi WiFi equipment
Knowledge of security best practices
Understanding of basic network concepts and technologies
Working knowledge of TCP/IP
Knowledge of Salesforce
Experience with ticketing systems (Zendesk, Freshdesk, ConnectWise, Autotask, ServiceNow, etc.)
Company
What Goes Around Comes Around
What Goes Around Comes Around (WGACA) has been the leading purveyor of authentic luxury vintage goods.
Founded in 1993
51-200 employees
H1B Sponsorship
What Goes Around Comes Around has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$20.4M2016-07-18Series Unknown· $20.4M
Leadership Team
Marcos Rosado
Chief Financial Officer
Michele Sassaman
Chief Operating Officer
Recent News
Company data provided by crunchbase