Job Description

Senior IT Support Specialist

At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We take pride in helping tens of thousands of customers around the globe succeed with Apple. The secret to our success lies in our connectivity, while operating with a high degree of flexibility. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf.

What you'll do at Jamf: The Senior IT Support Specialist will work cross-functionally between departments supporting all end users throughout the company. This role handles complex issues and escalations from support team members and helps IT Leadership meet service level objectives to ensure a seamless end-user support experience. This role is offered as hybrid, with the expectation to work at Jamf's Minneapolis office location at least 3 days per week. We are only able to accept applications for those based near Minneapolis, MN area and available to work on-site.

What you can expect to do in this role:

• Work with IT Support Supervisor and Company leadership to meet Corporate IT strategic goals and align technology with Jamf's goals
• Act as an escalation point for advanced technical issues prior to escalating to leadership or other teams
• Expected to be active in training and mentoring others within the department or team
• Be the subject matter expert in multiple IT Support systems
• Constantly monitor changes in the support environment and engage in proactive testing to prevent downtime
• Enable employees by providing remote and hands-on assistance in resolving technology support issues
• Troubleshoot, research, and resolve technical problems and incidents while delivering quality customer service
• Recommends new and innovative ways to solve area problems
• Stays up to date and shares across the department on technologies and information in Jamf's eco-system and their area of expertise
• Sets up and leads appropriate opportunities for cross functional feedback
• Introduces and gains broad acceptance of improved process ideas
• Analyze problems and make definitive call on acceptable solutions
• Leads in the design and testing of new and existing solutions to area of expertise
• Attend formal training, conduct self-paced training through online courses or on the job training, attend conferences, and engage with peers to maintain broad understanding of technologies and keeping abreast of new technologies
• Leverages experience to predict weaknesses in process and solutions, and anticipates potential design flaws prior to implementation
• Ensure the adoption of team and company policies through the company's Mission and Values
• Ensure that Service Level Agreements and workflow are being followed and met for every ticket in the queues
• Ensure documentation remains updated and accurate
• Perform other duties as assigned

What we are looking for:

• Minimum of 4 years experience working in an IT support or related role (Required)
• Minimum of 4 years experience troubleshooting macOS and iOS operating systems and hardware (Required)
• Two years of hands-on experience using the Jamf Pro software to manage Apple devices in a business or organizational environment. (Required)
• Demonstrable experience supporting and enabling employees in their use of global, enterprise-grade, SaaS-based solutions collaboration systems and services
• Strong command line expertise
• Ability to manage multiple tasks simultaneously while adapting priorities quickly and effectively
• A high level of independence as demonstrated through clear problem-solving and communication skills and the delivery of high-quality work
• Excellent written and verbal communication skills (Required)
• Excellent organizational skills (Required)
• EDUCATION & CERTIFICATIONS
• High school diploma / GED Equivalent (Required)
• Bachelors Degree (Preferred)
• Combination of relevant work experience and education may be considered
• Jamf certified Admin (Required)

How we help you reach your best potential:

• Named a 2024 Best Companies to Work For by U.S. News
• Named a 2024 Newsweek America's Greatest Workplaces for Parents & Families
• Named a 2024 PEOPLE Companies That Care by PEOPLE and Great Place To Work
• Named a 2023 Best Workplaces for Women by Great Place to Workand Fortune Magazine
• We know that big ideas can come from anyone, so we empower everyone to make an impact.
• Our 90% employee retention rate agrees!
• You will have the opportunity to make a real and meaningful impact for more than 70,000 global customers with the best Apple device management solution in the world.
• We put people over profits - which is why our customers keep coming back to us.
• Our volunteer time off allows employees to support and give back to our communities.
• We encourage you to simply be you. We constantly seek and value different perspectives to ensure Jamf is a place where everyone feels comfortable and can be successful.
• 22 of 25 world's most valuable brands rely on Jamf to do their best work (as ranked by Forbes).

What it means to be a Jamf? We are a team of free-thinkers, can-doers, and problem-crushers. We value humility and the relentless pursuit of knowledge. Our culture flows from a spirit of selflessness and relentless self-improvement - driving both personal growth and collective progress throughout our company. We unite around common goals while respecting personal approaches, believing that fulfilled individuals create a thriving, vibrant workplace. Our aim is simple: hire exceptionally good people who are incredibly good at what they do and let them do it. We provide the support and resources to let everyone be their authentic, best selves at work, at rest, and at play. We are committed to supporting the continual improvement of Apple in the workplace, the organizations that rely on them and the people who keep it all running smoothly. Above it all, waves our banner of #OneJamf - and the knowledge that when we stand together, we accomplish so much more than we could alone. We seek individuals who share this unwavering journey toward growth to join us in our quest for constant improvement.

What does Jamf do? Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same, and be as secure as, using a personal device. With Jamf, customers are able to confidently automate Mac, iPad, iPhone and Apple TV deployment, management, and security - anytime, anywhere - to protect the data and applications used by employees in the workplace, students learning in the classroom, and streamline communications in healthcare between patients and providers.

More than 2,500 Jamf strong worldwide, we are free-thinkers, can-doers, and problems crushers who are encouraged to bring their whole selves to work each and every day.

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