Apple Mac Technician

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