Apple Support Specialist

1 week ago

Philadelphia, Pennsylvania, United States firstPRO, Inc Full time
Job Title: MAC Specialist

firstPRO, Inc is seeking a skilled IT professional to join our team as a MAC Specialist. This is a 4-month contract position that requires on-site work in Philadelphia, PA.

Job Summary:

We are looking for an experienced MAC Specialist to provide technical support and services for Apple devices. The ideal candidate will have a strong background in Mac OS and iOS, as well as excellent customer service skills.

Responsibilities:
  • Collect and assess information related to technical issues and provide timely responses to technical support requests.
  • Document all support requests in the electronic ticketing system and manage them through to resolution.
  • Troubleshoot and resolve desktop computing issues, including those caused by system failures, configurations, errors, or user-related issues.
  • Install, maintain, and troubleshoot hardware, software, and network components for both academic and administrative desktop computers as needed.
  • Maintain accuracy and integrity in support procedures, processes, and documentation for college-wide technical initiatives.
  • Communicate effectively with faculty, staff, and administrators at all levels to address and fulfill support needs.
  • Collaborate with ITS management, faculty, and staff to repair or replace equipment, ensuring proper handling of warranty claims and reimbursements.
  • Operate independently, prioritize tasks during emergencies, and escalate issues to the appropriate resources when necessary.
  • Collaborate with college-wide teams and external vendors to diagnose and resolve desktop computing issues.
  • Assist in managing hardware and software inventory and deployments across the college, as directed.
  • Demonstrate awareness, sensitivity, and respect for the diverse backgrounds of students, faculty, and staff in the academic environment.
Requirements:
  • High school diploma or equivalent (GED) required.
  • A minimum of three (3) years of hands-on experience supporting Apple/Mac computers, mobile devices, and mobile applications in a professional setting.
  • Strong customer service and professionalism skills.
  • Proven experience with Mac OS and troubleshooting computer/mobile device-related issues.
  • Familiarity with cloud-based SaaS products and security, including JAMF, SysAid/Remedy, Idaptive, Adobe Creative Cloud, G-Suite, and AWS.
  • Ability to lift up to 60 pounds from the floor to desktop height as required.

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