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Job Details

Requisition Number 18-0549
Post Date 12/13/2018
Title Macintosh Desktop Analyst
Organization Name Macmillan
City New York
State NY
Description
Macmillan is a global publishing company with prominent imprints around the world, publishing a broad range of books and digital products for the consumer and education markets.

U.S. publishers and brands include Bedford/St. Martins, Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Hayden-McNeil, Henry Holt & Company, Intellus Learning, Late Nite Labs, Macmillan Audio, Macmillan Children’s Publishing Group, Picador, Sapling Learning, SkyFactor, St. Martin's Press, Tor Books, W.H. Freeman, and Worth Publishers.

In the UK, Australia, India, and South Africa, Macmillan publishes under the Pan Macmillan name. The German company, Holtzbrinck Deutsche Buchverlage, includes among its imprints S. Fischer, Kiepenheuer and Witsch, Rowohlt, and Droemer Knaur.

Macmillan is part of the Holtzbrinck Publishing Group, a large family-owned media company headquartered in Stuttgart, Germany.

We are an Equal Opportunity Employer committed to reflecting a broad representation of differences --race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective — in our workplace. The successful candidate for this position will be an employee of Holtzbrinck Publishers, LLC.
Requirements
Position Description:

The Role of Mac Support Desktop Specialist is the initial point of contact for support calls from colleagues across Macmillan to solve their technical problems and provide a high-level of support of iMacs and Mac Laptops. This includes various knowledge of Mac applications such as Adobe and Universal Type Client, as well as build relationships, and make their day across various platforms: Mac OSX (El Capitan, and Sierra).

What can you help with?

• Mobile device setup and support (iOS and MiFi primarily)
• Work with mobile carriers across different regions
• Provide Tier 1 Mac desktop support for OS 10.11 and on.
• Excellent communication skills
• Problem analysis and resolution skills
• Knowledge of connectivity, keychains, passwords
• Highly motivated with a positive attitude
• Ability to prioritize and address multiple tasks in a dynamic work environment
• Classify Adobe Creative Cloud Suite Issues
• Basic understanding of networking for troubleshooting problems
• Performing remote support via phone using company specific software
• Conduct physical relocation of Mac equipment including assisting in equipment installations and moves
• New Hire Setup and Support
• General employee training and support
• Google Apps support
• General Printer support
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.


Required Skills / Knowledge:

• Experience with Mac OS X and macOS Support
• Active Directory Password reset
• Ability to support Macmillan owned applications and systems

Experience Needed:

• 2 years’ work experience as an IT Support Specialist in an enterprise environment
• VIP Support experience
• Ability to adapt to change in a fast-paced environment
Apply On-line
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