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    Apple Mac Technician - Lemont, United States - Tech Army

    Tech Army
    Tech Army Lemont, United States

    3 weeks ago

    Default job background
    Technology / Internet
    Description

    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

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