Apple/Mac Support Technician

4 weeks ago

philadelphia, United States firstPRO, Inc Full time

We are seeking a skilled and customer-focused IT Support Specialist to join our team for an on-site, 4+ month contract in Philadelphia, PA.


This position is responsible for providing top-tier support through various channels, including telephone, email, walk-ins, and remote desktop control. You will manage and resolve service requests, escalating more complex issues as necessary, while ensuring a seamless support experience for clients. In addition to troubleshooting and maintaining computer hardware and software, this role involves traveling between the main campus and regional centers, moving and setting up equipment, and tracking inventory.


Key Responsibilities:

  • Gather and analyze information to resolve technical issues effectively.
  • Provide prompt and exceptional support via phone, email, walk-ins, or remote desktop control.
  • Log all service requests using an electronic ticketing system and ensure timely resolution.
  • Diagnose and correct desktop computing problems, including system failures and user errors.
  • Reset passwords, unlock accounts, clear print queues, and ensure compliance with acceptable use policies.
  • Install, support, maintain, and diagnose hardware, software, and network components as directed.
  • Maintain accurate documentation of support procedures, ensuring alignment with college-wide technical support initiatives.
  • Communicate technical solutions clearly to both technical and non-technical faculty, staff, and administrators.
  • Collaborate with faculty and staff to repair or replace failed equipment, coordinating warranty claims when necessary.
  • Prioritize tasks independently, especially in urgent or emergency situations, escalating issues as needed.
  • Work with campus-wide resources and vendors to troubleshoot and resolve technical issues.
  • Assist with hardware and software inventory management and deployment across the college.
  • Foster a respectful and inclusive environment, ensuring sensitivity to diverse academic communities.


Requirements:

  • High school diploma or equivalent (GED) required.
  • Minimum of 3 years of experience supporting Apple/Mac personal computers, mobile devices, and applications in a professional environment.
  • Strong customer service and professionalism, with experience troubleshooting Mac OS, iOS, MS Windows, and Microsoft Office Suite.
  • Experience with cloud-based SaaS products and security (JAMF, SysAid/Remedy, Idaptive, Adobe Creative Cloud, G-Suite, AWS).
  • Ability to lift and transport up to 60 pounds as needed.

This is an excellent opportunity for a motivated IT professional with a passion for problem-solving and providing outstanding customer service.

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