Apple Mac Technician
3 weeks ago
Job Description:
- Responsible for assisting users with the account signup, renewal, and reactivation process for access to resources.
- Responsible for providing technical support for usage of macOS and Windows OS computers.
- Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.
- Responsible for providing access to projects, groups, mailing lists, and Slack.
- Responsible for debugging issues with multi-factor authentication setup.
- Responsible for Improving existing helpdesk service processes where applicable.
- Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.
- Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.
- Responsible for onboarding new users at the facility/directorate.
- Responsible for assisting with user communication as appropriate.
- Responsible for updating and tracking customer-reported issues from submission to resolution.
Responsible for the fulfillment of IT service catalog requests from customers
Required Knowledge Skills & Abilities
- 2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 support
- Bachelor’s degree in Computer Science, Information Technology, or related field
- Excellent interpersonal skills and ability to work effectively with a wide range of users and stakeholders
- Strong verbal and written communication skills
- Strong testing and troubleshooting skills to identify process bottlenecks
- Self-starter and a team player
- Hands-on knowledge using ticketing software (eg. ServiceNow)
- Some experience working in UNIX/Linux environments
- Some working knowledge of shell scripting or other coding experience
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