Macos It Helpdesk Specialist (Valle de Chalco Solidaridad)

EOS IT Solutions is a Global IT provider delivering collaboration and business IT support services.

As a Helpdesk Specialist, you will play a crucial role in ensuring the smooth and efficient operation of our organization's information technology infrastructure, with a strong focus on macOS support. You will be responsible for providing hands‑on technical support to internal and external stakeholders, resolving issues promptly, and maintaining a high level of customer satisfaction. Your expertise supporting macOS devices at both the OS and hardware level is essential to success in this role and will directly contribute to the effectiveness of the Global Service Desk (GSD) and the company as a whole. This role is 100% onsite in Mexico City, MX.

Key Responsibilities

• Serve as the first point of contact for Global Service Desk (GSD) support via ITSM tools, Slack channels, and in‑office walk‑ups.
• Manage the laptop replacement queue, primarily supporting MacBook devices.
• Provide hands‑on troubleshooting and user support for macOS hardware, operating system, and applications.
• Perform MacBook imaging, setup, rebuilds, and OS installs for new and existing employees.
• Execute macOS recovery and restore workflows for both Intel‑based and Apple Silicon (M1/M2/M3) MacBooks, including use of Apple Configurator 2 where required.
• Monitor and action assigned Jira/ITHELP queues and follow standard escalation and ticket‑handling procedures.
• Provision and deprovision software and access within role‑based constrain