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Job Title: Desktop Support Specialist (Apple/Mac Experience)
Job Overview:
The Desktop Support Specialist with Apple/Mac experience provides technical support to end-users for hardware, software, and network issues. This role requires extensive knowledge of Apple products and Mac OS, and the ability to troubleshoot and resolve issues efficiently. The specialist will work in a dynamic environment, assisting employees with their technical needs and ensuring that all Apple devices are operating smoothly.
Key Responsibilities:
Technical Support: Provide comprehensive support for Apple devices including MacBooks, iMacs, iPads, and iPhones. Diagnose and resolve hardware and software issues.
Troubleshooting: Identify, troubleshoot, and resolve technical problems related to macOS, iOS, and associated applications.
System Maintenance: Perform regular maintenance on Apple devices, including software updates, backups, and system optimizations.
User Assistance: Assist users with setup, configuration, and usage of Apple devices. Provide training and guidance on best practices.
Network Support: Support network connectivity issues related to Apple devices, including Wi-Fi troubleshooting and VPN configuration.
Documentation: Create and maintain documentation for common issues and resolutions. Update user guides and technical manuals.
Inventory Management: Manage inventory of Apple hardware and software assets. Coordinate repairs and replacements as necessary.
Security Compliance: Ensure that all Apple devices comply with organizational security policies. Implement and manage encryption, antivirus, and other security measures.
Collaboration: Work with other IT team members to support cross-platform environments and integrate Apple products with other systems.
Customer Service: Deliver exceptional customer service by responding promptly to user inquiries and maintaining a high level of professionalism.
Qualifications:
Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
Experience: Minimum of 2-3 years of experience in desktop support with a focus on Apple/Mac products.
Certifications: Apple Certified Support Professional (ACSP) or similar certification preferred.
Technical Skills:
Proficiency with macOS, iOS, and Apple hardware.
Familiarity with Apple Remote Desktop, Apple Configurator, and other Apple management tools.
Knowledge of common software applications and their compatibility with Mac systems.
Understanding of network fundamentals, including TCP/IP, DNS, and VPN.
Experience with MDM solutions for Apple devices (e.g., Jamf, Apple Business Manager).
Soft Skills:
Strong problem-solving abilities and attention to detail.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
High level of customer service orientation.