The Getty

Associate Technical Support Specialist

Posted Date 3 months ago(11/28/2017 2:45 PM)
Requisition Number
2017-3065
Position Status
Regular Full-Time
Salaried/Hourly
Hourly
Category
Information Technology
Getty Location
Getty Center
Program/Dept.
Trust - 1275-Technical Support Services

Job Summary

Under close supervision, provides technical support to end-users for a variety of technical issues including Mac operating systems/computers, software applications and tools support, break/fix for Mac/PC hardware, and network connectivity. Resolves basic to intermediate problems while referring more complex problems to intermediate and/or senior level. This person has excellent end-user (customer) support and service skills and is committed to follow-through and resolution, as necessary.

 

Major Job Responsibilities

• Schedules and assists with installation, upgrade, configuration, and troubleshooting of computing and communication devices and peripherals with a focus on Mac operating systems/hardware
• Technically able to resolve 50% of Macintosh hardware or software support issues with minimal direction
• Coordinates hardware and software purchases with key department contacts
• Effectively manages a high volume of end-user problems reported through multiple support channels including phone, email, social media, and a self-service portal using an ITSM tool under strict service level agreements
• Updates daily status reports and shift handover reports, if applicable
• Applies security best practices
• Gathers asset inventory and software license information
• Performs, schedules, and monitors system alerts, work queues, backups and recovery activities
• Ensures users are assigned appropriate resource

Qualifications

• High school diploma/GED
• 0-2 years of related experience with Macintosh hardware and software support
• Apple certification required in any of the following: Service Fundamentals (ACSP), Apple Certified iOS Technician (ACiT), Apple Certified Mac Technician (ACMT)
• Certification preferred in any of the following: Windows, Dell, Microsoft or Novell

Knowledge, Skills and Abilities

  • Strong communication and interpersonal skills
  • Ability to provide excellent customer service Ability to apply diagnostic techniques for problem troubleshooting
  • Ability to follow instructions and documented procedures, as well as ability to provide feedback and compose and/or revise documented procedures