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About the Role
Garan Incorporated is seeking a Senior Tech Lead Support professional to provide hands-on end-user support for desktop and laptop systems in a mixed Windows and Mac environment. This role supports users globally, promotes best practices for endpoint support, and enables the effective use of modern productivity and AI tools through automation and continuous improvement. The position is employee-experience focused, serving as a subject matter expert and communicating effectively with users at all organizational levels.
Responsibilities
- Provide hands-on end-user support for Windows and Mac desktops, laptops, and peripherals via phone, email, remote-assistance tools, and onsite support.
- Administer and support macOS hardware and operating systems, including Apple product integration within a mixed Windows/Mac environment.
- Install, image, configure, upgrade, repair, and maintain endpoint hardware, operating systems, applications, and security tools.
- Deploy and manage software updates, patches, and upgrades across Mac and Windows endpoints.
- Support and troubleshoot Microsoft 365 applications and approved productivity tools; deliver end-user training and documentation as needed.
- Support and troubleshoot AI-powered tools and platforms; leverage AI and automation to improve troubleshooting, documentation, and support efficiency.
- Use ServiceNow to manage incidents, requests, problems, and changes; document resolutions and ensure tickets meet SLA requirements.
- Track, analyze, and report ticket trends and recurring issues using ServiceNow reporting.
- Maintain accurate asset, lifecycle, inventory, and configuration records, including CMDB updates and spare-parts inventory.
- Recommend and help implement system and technology improvements to enhance reliability, security, and user experience.
- Provide remote support to users at other Garan locations and participate in help desk rotation, including after-hours or weekend support as required.
Requirements
- Experience supporting Microsoft Exchange and enterprise business applications.
- Experience using Microsoft Copilot or similar tools to improve end-user productivity and workflows.
- Experience with mobile and endpoint management solutions (MDM/UEM).
- Comfortable supporting and communicating with senior leadership and C-level executives.
- Experience supporting Microsoft Teams and Zoom meetings, including conference room hardware (e.g., Neat Bar).
- Experience onboarding new users.
- Strong knowledge of macOS administration, imaging, and directory services.
- Experience supporting Windows 10/11 and Microsoft 365 applications.
- Strong understanding of AI technologies and their application in end-user support.
- Experience with Mac MDM tools; Kandji and Jamf
- Basic TCP/IP troubleshooting skills.
- Working knowledge of Adobe Creative Cloud.
- Experience supporting high-end color printers.
- Working knowledge of remote connectivity tools (e.g., RDP, VPN).
- Strong understanding of hardware and software asset management practices.
- Advanced knowledge of PC and Mac operating systems and hardware.
- Strong working knowledge of ServiceNow ITSM, including ticket lifecycle and workflows.
- Familiarity with ServiceNow CMDB and IT asset management practices.
- Strong communication skills and the ability to work effectively with employees at all levels.
- Ability to work independently with minimal supervision and adapt to new responsibilities.
- Bachelor’s degree in a computer-related field.
- 3 to 5 years of experience
Skills
- macOS administration
- imaging
- directory services
- Windows 10/11 support
- Microsoft 365 applications support
- AI technologies
- Mac MDM tools
- Kandji
- Jamf
- TCP/IP troubleshooting
- Adobe Creative Cloud
- High-end color printer support
- Remote connectivity tools
- RDP
- VPN
- Hardware and software asset management
- PC operating systems
- Mac operating systems
- PC hardware
- Mac hardware
- ServiceNow ITSM
- ServiceNow CMDB
- IT asset management practices
- Communication skills
- Independent work
- Adaptability
Location
- New York
Work Type
- 5 days in-office
- Occasional after hours and weekend support shifts
- Limited travel to other Garan offices (as needed)
Experience Level
- Senior
- 3 to 5 years of experience
Education Level
- Bachelor’s degree in a computer-related field
Salary/Compensations
- Starting at $100,000/year
About the Company
- Garan Incorporated is a Berkshire Hathaway subsidiary that manufactures and sells children’s apparel, with global offices across the United States, Asia, and Central America.