The Getty

  • Technical Support Specialist

    Posted Date
    2 weeks ago(11/26/2018 12:56 PM)
    Requisition Number
    2018-3301
    Type
    Regular Full-Time
    Position Status
    Getty Center
    Program/Department
    Trust - 1275-Technical Support Services
    Category
    Information Technology
    Salaried/Hourly
    Hourly
    Targeted Hiring Range
    $24.19 - $30.24 Hourly
    Salary
    Commensurate with experience and internal equity
  • Job Summary

    Under general supervision, provides technical support to end-users for Macintosh computer hardware, software, peripherals, mobile devices and network related problems via phone, deskside, and remotely using ticket management software.

    Major Job Responsibilities

    • Acts as the first line of response to and delivery of requests for various hardware, software, peripheral, and networking technical assistance; escalates more complex problems as necessary for resolution
    • Diagnoses and resolves basic and more complex problems; responds to escalated problems from clients; performs triage, provides remote problem resolution when possible, dispatches problems to associated groups throughout the organization, and dispatches out to clients for hardware issues not resolved remotely
    • Technically able to resolve 70% of PC and Macintosh hardware or software support issues with minimal direction
    • Configures and troubleshoots computing systems in a diverse environment
    • Researches, recommends, and implements hardware and software purchases and configurations to meet customer needs and to help ensure compatibility with systems and architecture
    • Works on technical projects requiring expertise and creativity in analysis and deployment of technology
    • Establishes, communicates, and implements standards used throughout the organization and contribute to the development of the support strategy
    • Investigates and tests new tools, systems, techniques, and software products
    • Provides technical guidance and advanced training; may supervise lower level staff

    Qualifications


    • Associate college degree or equivalent in computer science preferred, or a combination of education and relevant experience

    • 2-5 years of related experience with PC or Macintosh hardware or software support

    • Certification preferred in any of the following: Windows, Dell, Apple, Microsoft or Novell

    • Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting

    Knowledge, Skills and Abilities

    • Strong communication and interpersonal skills
    • Must be able to lift/move equipment up to 50 lbs.
    • Possesses thorough knowledge of Macintosh operating system and hardware.
    • Good technical writing skills preferred.
    • 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