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Tech Support Specialist II (Mac)

Company: TEKsystems
Location: Henrietta
Posted on: January 16, 2022

Job Description:

Description:General Purpose: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 issues. Specific Responsibilities: 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 seminar opportunities. 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.Skills:Customer service, Service desk, Active directory, Windows 10, Desktop, Support, Troubleshooting, Help desk, Technical support, MacTop Skills Details:Top 3:

  • Communication / Dynamic Personality --- Needs to build relationships with users. This is the most critical for the department.
  • PC/Windows Support --- Windows desktop troubleshooting, understanding of enterprise tools like Active Directory, SCCM etc.
  • 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 learn. Could teach apple - just need to have the personality. ACMT (Would be ideal) -- Apple Certified Dell Certified "self-service certified", certified to do repairs internallyAbout TEKsystems: 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 . Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email mpowers@teksystems.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.

Keywords: TEKsystems, Rochester , Tech Support Specialist II (Mac), Other , Henrietta, New York

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