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
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