IT Support Specialist
1 month ago
Join Synerfac as a full-time IT Support Tech in our Philadelphia office. As a key member of our team, you will provide hands-on technical support for Apple and Mac products and software.
Responsibilities:- Gather and analyze information regarding technical issues to provide effective solutions.
- Respond to requests for technical support or assistance in a timely manner, ensuring excellent customer service.
- Log all requests for support using electronic ticketing systems and handle requests to full closure.
- Diagnose and correct desktop computing problems, including system failure, configuration, errors, and operator errors.
- Reset passwords, unlock accounts, clear print queues, and log incoming calls for service.
- Install, build, support, maintain, and diagnose hardware, software, and network components for academic and administrative desktop computers.
- Ensure the integrity of support procedures, processes, and documentation for college-wide technical support initiatives.
- Communicate effectively with faculty, staff, and administrators to determine and ensure all support needs are met.
- Work with ITS management, faculty, and staff to affect repair or replacement of failed equipment, ensuring proper reimbursement of warranty-related items.
- Work independently, determining priorities in unusual or emergency situations and escalating matters to appropriate resources.
- Collaborate with college-wide resources and vendors to diagnose, isolate, and resolve desktop computing problems.
- Maintain sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying backgrounds.
- High school diploma or equivalent (GED) required.
- At least three years of direct experience supporting Apple/Mac personal computers, mobile/tablet devices, and mobile applications in a professional work environment.
- Demonstrated excellence in customer service and professionalism is required.
- Experience working with and supporting Mac OS and solving computer/mobile device-related problems is a plus.
- Working knowledge or direct experience with cloud-based SaaS products and security is ideal.
- Ability to lift a sixty-pound parcel from floor to desktop height as needed.
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