Apple Macintosh Certified Repair Technician
University of Chicago - Chicago, IL

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Apple Macintosh Certified Repair Technician

Type of Position
Staff

Number of Positions Available
1

Division
Information Technology Services

Department
44456-IT Services-Desktop & Personal Computing

*Standard Summary
Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates a range of straightforward user problems to resolve operating difficulties. Performs analyses and assists in a variety of IT support activities including, but not limited to, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards. May perform upgrades to hardware and software. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in the IT support field. Refers more complex problems to the IT Support Supervisor. Researches and analyzes computer products and systems available in the marketplace and makes recommendations to management.

About the Unit

Unit Job Summary
Apple Macintosh Certified Repair Technician: Provides technical support for desktops, notebooks and printers throughout campus. Analyzes, recommends installs, collaborate with customers and management to resolve product related issues, configures and supports computer hardware and software, as well as monitors, analyzes and troubleshoots performance issues for Apple hardware and software. This position will also work with other areas of IT Services to improve the efficiency of desktops.

Essential Functions:
Analyze, recommend, install, repair and configure computer hardware and software for Apple equipment.
For specifically-named areas, analyze the current computing environment.
Work with the manager and respective department administrators, recommend efficient configurations to best utilize desktop computers.
Install and configure appropriate Apple hardware and software on desktops, laptops and printers
Learn all necessary applications and functions to provide effective troubleshooting and support to users.
Communicate technical information to a non-technical audience in a clear and coherent manner.
Offer product knowledge and providing solutions based on customer specific needs.
Act as a resource for the desktop team regarding all Apple Macintosh hardware and software.

Monitor and analyze performance, troubleshooting when necessary.
Work with the clients, monitor and analyze performance of the desktop, laptop computers and their applications.
Support and troubleshoot problems that occur, ensuring minimal disruption to the clients.
Provide front-line customer support at the service counter including resolving customer issues, problem solving, and diagnoses.

Work with other areas of Field Support to enhance the efficiency of desktop computing.
Collaborate with the Desktop Team to determine optimal configurations, discuss efficient applications, share support techniques, and keep abreast of new technologies.
Work with Leasing, Tech Support, and Service Team to discover common challenges in the desktop configurations and share ideas to provide solutions.
Provide input to the Learning Center, communicating the observed training needs of the users.
Work with management in maintaining efficiency, reporting customer issues, and assisting with customers when necessary.
Comply with all company policies and processes.

Education
Bachelor's degree or higher in a related technical area or equivalent technical training/experience required.
A+ and Apple Certified Macintosh Technician (ACMT) certification required.

Experience
Minimum two years of direct desktop support experience repairing Macintosh equipment required.
Minimum two years of hardware repair experience required.
Professional experience with Windows XP required.

Minimum one year of customer service experience preferred.
Professional experience with Apple OS and Hardware preferred.
Professional experience with printer repair preferred.

Competencies
Ability to communicate technical information to a non-technical audience in a clear and coherent manner required.
Ability to work with a broad constituency and have tolerance for the different work styles of the various clients required.
Ability to problem-solve and work independently, as well as part of a team required.

Required Job Seeker Documents
Resume

Optional Job Seeker Documents
Cover Letter

Work Location
Campus - Hyde Park

Other Work Location

Work Schedule
Full-Time

Hours/Week
37.5

If other than regular hours (M-F, 8:30-5:00) please detail
Regular

Benefits Eligible?
Yes

Union (If applicable):
Non-Union

Pay Grade
NA

Pay Range
Depends on Qualifications

Pay Frequency
Biweekly

Does this position require incumbent to operate a vehicle on the job?
No

Is a Background Check Required?
Yes

Is Drug Testing Required?
No

Employee Referral Bonus Amount
None

Posting Date
02-08-2013

Remove from posting on or before
08-08-2013

University of Chicago - 21 months ago - save job
About this company
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Founded by oil magnate John D. Rockefeller, the University of Chicago is a private, nondenominational institution of higher learning....