Apple/Mac Support Specialist
3 days ago
We are seeking a skilled and customer-focused IT Support Specialist to join our team for a contract position at firstPRO, Inc.
This position is responsible for providing top-tier support through various channels, including remote desktop control and on-site visits. 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 locations, 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 remote desktop control and on-site visits.
- 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 company-wide technical support initiatives.
- Communicate technical solutions clearly to both technical and non-technical staff and administrators.
- Collaborate with 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 company-wide resources and vendors to troubleshoot and resolve technical issues.
- Assist with hardware and software inventory management and deployment across the company.
- Foster a respectful and inclusive environment, ensuring sensitivity to diverse work 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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