Tech Support Specialist II (Mac)
Posted on: January 16, 2022
Provides technical support for end-user computing devices,
including desktops, laptops and mobile devices. Troubleshoots and
resolves end-user device issues, either in-person or remotely, and
assists with setup, configuration and maintenance of endpoint
devices. Provides exceptional customer service by taking complex
technical problems and providing communication to non-technical
Faculty and staff. Acts as primary point of contact for end-users
in resolving device-related OS, connectivity or application
--- Manages the maintenance, repair, assembly, and deployment of
hardware and endpoint devices to supported user populations,
including setup and configuration of devices. Evaluates new
computer products for deployment within the organization.
Researches and recommends hardware products for purchase and
provides recommendations for systems utilized for standard
business, computational, and research instruments.
--- Assists with developing strategy for support of endpoint
devices, including renewal/replacement recommendations and the use
of technologies, such as remote troubleshooting tools, virtual
desktop technologies, etc.
--- Responds to customer requests, received either via the Help
Desk or directly from end-users, based on urgency and established
service levels. Troubleshoots and resolves device-related OS,
connectivity, or application issues.
--- Utilizes technical expertise to diagnose and resolve complex
problems related to client technologies. Proactively looks for
issues that can be handled before a ticket is called in. Gathers
feedback and addresses or brings to management.
--- Keep abreast of current desktop and LAN technologies through
continuing education, journal review, web searches, and formal
--- Conducts 1:1 training with customers on the use of hardware and
applications as needed. Trains new employees.
--- Keeps in constant communication with team to ensure coverage of
all calls. Ensures all sites are covered and if necessary,
relocates to other sites to provide coverage.
Customer service, Service desk, Active directory, Windows 10,
Desktop, Support, Troubleshooting, Help desk, Technical support,
Top Skills Details:
1. Communication / Dynamic Personality --- Needs to build
relationships with users. This is the most critical for the
2. PC/Windows Support --- Windows desktop troubleshooting,
understanding of enterprise tools like Active Directory, SCCM
3. 5-years --- Combination of 5-years education/experience
(Bachelors = 4, Associates = 2)
Nice-To-Have: Apple/MAC --- Apple Genius, with experience with an
authentication tool. ACMT (apple certified MAC technician)
Additional Skills & Qualifications:
- Ideal candidate / Experience:
--- Understands Active Directory - "Explain active directory, how
you've used it"
--- Understands Hardware Support "Screen is fuzzy"
--- Familiarity of MAC (imaging via SCCM/JAMF) --
--- Biggest thing is - active directory, how it works,
troubleshooting windows and good personality/willingness to
--- Could teach apple - just need to have the personality.
--- ACMT (Would be ideal) -- Apple Certified
Dell Certified "self-service certified", certified to do repairs
We're partners in transformation. We help clients activate ideas
and solutions to take advantage of a new world of opportunity. We
are a team of 80,000 strong, working with over 6,000 clients,
including 80% of the Fortune 500, across North America, Europe and
Asia. As an industry leader in Full-Stack Technology Services,
Talent Services, and real-world application, we work with
progressive leaders to drive change. That's the power of true
partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all
applications without regards to race, sex, age, color, religion,
national origin, veteran status, disability, sexual orientation,
gender identity, genetic information or any characteristic
protected by law.
We are an equal opportunity employers and will consider all
applications without regard to race, genetic information, sex, age,
color, religion, national origin, veteran status, disability or any
other characteristic protected by law. To view the EEO is the law
poster click here. Applicants with disabilities that require an
accommodation or assistance a position, please call 888-472-3411 or
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Keywords: TEKsystems, Rochester , Tech Support Specialist II (Mac), Other , Rochester, New York
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