Hiring: Sr. Mac Support Help Desk Specialist (Equipment Provided Remote/Work from Home)

Job Responsibilities : Hiring: Sr. Mac Support Help Desk Specialist (Equipment Provided Remote/Work from Home)

Salary : 28.56 – $41.89 hourly

Company : U.S. Bank

At U.S. Bank, we’re passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country’s most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description
U.S. Bank is seeking a Senior Mac Support Help Desk Specialist responsible for providing Tier 1 and Tier 2 help desk support to internal customers by analyzing, troubleshooting and evaluating technology issues and problems to resolution for iOS/macOS technology products and applications.  The iOS/macOS specialist should have deep knowledge and practical experience in software maintenance and be aware of software and configuration requirements specific to iOS.

Successful applicants will exemplify US Bank’s ethical principles of uncompromising integrity, respect for others, accountability for decisions and actions, and good citizenship.

Responsible for the day-to-day management and smooth operation of Apple hardware and software at US Bank, including:-

Responsible for answering calls and chats as well as responding to emails and Service Requests within SLA for Mac users
Assist Mac users with Access Management related questions and issues to ensure proper access to perform their job functions
Analyze issues and determine resolution or assign to appropriate assignment group

Maintain written documentation for each contact in system of record (Service Now), escalating complex problems to the next level of support as required by documented procedures
Displays sensitivity to callers needs and situations.  Actively uses and updates the knowledge of the product in order to resolve issues
Understands and desires to meet individual Service center goals; mentors team members to broaden team knowledge and technical skills

Basic Qualifications

Bachelor’s degree or equivalent work experience
ITIL Service Management Foundation certification
At least 4 years experience with providing effective and efficient real-time support for a variety of desk-top technology users.
At least 4 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.

Preferred Skills/Experience

Experience with computer support at a large corporation
Excellent problem-solving and critical thinking skills
Relevant Apple certifications
Deep practice in using Apple software suite
Familiarity with MS Office, Adobe Creative Cloud and JAMF software management platform
Proficient in ITIL processes
Keen attention to detail

Good organization, time management and prioritization
Efficient troubleshooting abilities
Understanding of Computer networking / OSI troubleshooting to help identify break points and trends
Effective communication skills, including speaking, writing and active listening
Great customer service and interpersonal skills
Experience with Active Directory troubleshooting
Experience with Service Now, or similar ITSM platforms.
Azure familiarity (Azure AD / IDP)
Technical Writing for user guides, technical support and general support
UI/UX Background


If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Take care of yourself and your family with U.S. Bank employee benefits.  We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve.  That’s why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most – your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com.

EEO is the Law
Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.


U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $28.56 – $38.08 – $41.89

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

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