The Getty

  • Associate Technical Support Specialist

    Posted Date
    5 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