MAC Engineer

Provide exceptional customer service, this position resolves support service requests via telephone, email, walk-in or via remote desktop control; and filters, articulates, logs, and/or escalates more complex issues to the appropriate support level(s). Analyzes and performs repairs, installations, deskside support and maintenance of computer hardware and software. This position also performs advanced problem recognition, research, isolation and resolution steps for all client requests for technology services support and communicates efficient and effective feedback to all clients requesting assistance and is responsible for travel from main campus to the regional centers, moving equipment between rooms/sites and the tracking of inventory information for equipment and help desk support.

• ResponsibilitiesGather and analyze information regarding technical issues.
• Respond to telephone, email and walk-in requests for technical support or assistance in a timely manner, ensuring appropriate customer service at all times.
• Log all requests for support using electronic ticketing systems and handles all requests to full closure.
• Diagnose and correct desktop computing problems which may result from system failure, system configuration, system errors, operator errors or operator inexperience whenever possible via the phone, in person or remote desktop support.
• Reset passwords and unlock accounts effectively, clear print queues and log all incoming calls for service into helpdesk, incorporating college acceptable use policies.
• Install, build, support, maintain, and diagnose hardware, software and network components, needed to support academic and administrative desktop computers, as directed.
• Ensure the integrity of support procedures, processes, and documentation pertaining to the college-wide technical support initiatives.
• Communicate effectively with faculty, staff, and administrators at all levels, technical and non-technical, to determine and ensure all support needs are met.
• Work with ITS management, faculty, and staff to affect repair or replacement of failed equipment, both in or out of warranty, ensuring proper reimbursement of warranty related items.
• Work independently, determining priorities in unusual or emergency situations and effectively escalating matters to appropriate resources.
• Work collaboratively with college-wide resources, and/or vendors to diagnose, isolate and resolve desktop computing problems as directed.
• Assist with the maintenance of the inventory and deployment of hardware and software college-wide, as directed.
• Maintain sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds.
• Other duties as assigned.

• RequirementsHigh school diploma, or its equivalent (GED) required
• At least three (3) years direct experience supporting Apple/Mac personal computers, mobile/tablet devices, and mobile applications in a professional work environment using IOS, MS Windows and the MS Office Suite of applications for both Windows or Apple/Mac
• Demonstrated excellence in customer service and professionalism is required.
• Experience working with and supporting Mac OS and solving computer/mobile device-related problems (Apple Genius experience is a plus)
• Working knowledge or direct experience with cloud-based SaaS products and security (ideally JAMF, SysAid/Remedy, Idaptive, Adobe Creative Cloud, G-Suite, AWS)
• Must be able to lift a sixty (60) pound parcel from floor to a desktop height as needed.