Windows & Apple Help Desk Specialist

About the position As the Windows & Apple Help Desk Specialist, you will provide customer service and technical support to corporate and retail staff. You will serve as the first point of contact for technical issues, troubleshooting, and guidance on Windows and Apple hardware and software, and set up and support employee workstations and desks. The role supports smooth operations in retail and headquarters and calls for strong technical skills and a customer-focused approach. The position is part of rag & bone’s IT team. The company describes its culture as collaborative, inclusive, and adaptable, with an emphasis on authenticity, innovation, accountability, quality, and results. The in-office policy requires working in the office four days a week.

Responsibilities

• Provide end-user support and training for Windows and Apple systems, including PCs, Macs, iPhones, and iPads.
• Manage help desk tickets to provide quick and effective support.
• Manage Windows, macOS, and iOS systems using Microsoft Intune and Apple Business Manager.
• Set up and support employee workstations and desks, including computers, monitors, docks, keyboards, phones, and other peripherals, for new hires, moves, and refreshes.
• Troubleshoot and resolve onsite hardware and peripheral issues at headquarters, including cabling and printers.
• Track Windows and Apple system inventory to support appropriate refresh cycles and reliability.
• Maintain help desk articles related to Windows, macOS, and iOS systems.
• Plan and execute the selection, purchase, installation, configuration, and testing of new Windows and Apple equipment.

Requirements

• Strong knowledge of Windows, macOS, and iOS systems.
• Proficiency troubleshooting Windows and Apple systems, hardware, and software issues.
• Ability to maintain and configure systems using Microsoft Intune and Apple Business Manager with Federated Apple ID.
• Hands-on experience operating ITSM AI agents, such as Serval, ServiceNow, Fixify, or Ivanti, and strong AI literacy.
• Hands-on experience setting up workstations and peripherals; comfort with the physical aspects of the role, including moving and installing equipment.
• A bachelor’s degree in computer science, information technology, or a related field, or 2–3 years of experience in the field within the same industry.
• Excellent verbal and written communication skills.
• Ability to work efficiently in a collaborative team environment.
• Detail-oriented, organized, and able to perform multiple tasks effectively.
• Flexible schedule availability during weekdays and weekends, as necessary.

Nice-to-haves

• Experience building ITSM AI agents.
• Knowledge of Android systems.
• Experience with Meraki network.

Benefits

• Paid time off.
• Clothing allowance.
• Generous employee discount.
• Paid parental leave.
• Membership to Calm and access to other wellness benefits.
• Medical, dental, vision, and ancillary benefits.
• 401(k).