Associate User Support Specialist - Workplace Solutions macOS

at  Boeing

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Boeing is looking for an Associate User Support Specialist – Workplace Solutions macOS to join our Workplace Solutions organization within Information Technology and Data Analytics (IT&DA) in Englewood, CO; Hazelwood, MO; North Charleston, SC; or Seattle, WA. As a User Support Specialist, you will work under direction of the Enterprise Mac team while supporting Digital Aviation Solutions (DAS). This position requires the ability to understand the end user and the business, while understanding and balancing the direction of the Enterprise.

BASIC QUALIFICATIONS (REQUIRED SKILL/EXPERIENCE):

• 1+ years of experience working with MacOS Devices and hardware
• 1+ years of experience analyzing and capturing user feedback & requirements
• 1+ years of experience with personal computing systems and product design

PREFERRED QUALIFICATIONS (PREFERRED SKILLS/EXPERIENCE):

• Apple Certified IT Professional or Apple Certified System Administrator (ACSA)
• Experience with bash and phython scripting
• Experience with networking basics
• Basic understanding of Unified Endpoint management (e.g. JAMF, Workspace One, Entune)
• Experience with MacOS & iOS development
• Experience working with multi-functional teams
• Excellent written and verbal communication/presentation skills

TYPICAL EDUCATION/EXPERIENCE:

Education/experience typically acquired through advanced technical education (e.g. Bachelor) and typically 2 or more years’ related work experience or an equivalent combination of technical education and experience (e.g. Master, 6 year’s related work experience, etc.).

• Serve as a primary focal for 300+ Apple Macintosh global & domestic DAS end users
• Analyze, collect, and document feedback and improvements from the DAS Apple user community
• Document requirements and implement changes improving user experience while enabling the business
• Partner with Enterprise functions to implement process and technical improvements
• Manage ticket queue and address tickets based upon priority, escalating to subject matter experts as needed
• Manage and improve help desk knowledge base articles based on problem frequency and known resolutions
• Work with Mac Team to update and improve knowledge wiki based upon interactions with and feedback from end users
• Test feature releases and communicate with end users about release plans
• Communicate with Apple device users and the business to understand pain points
• Prioritize and implement improvements on behalf of DAS
• Track and communicate improvements