Deskside Support Technician - Apple
ECMC - Oakdale, MN

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Provides daily second level technical support, including specific IT applications, products and services as related to the user interfaces for Apple products. Supports all technical aspects of Apple user interfacing equipment and peripherals.

Provides desk side support for technical aspects of user interfaced Apple equipment and peripherals
• Provides quality customer service to end users
• Provides advanced level response to technology questions, problems and issues
• Resolves questions, problems, or issues, notes resolution in tickets
• Closes tickets with appropriate documentation and monitors tickets pending resolution for follow-up status to caller
• Assists with asset inventory and tracking of Apple related customer equipment
• Performs high level research and collaboration with other Information technology staff to resolve open tickets and advances unresolved tickets via established protocol after all notations are added. Is considered a technology expert in certain areas
• Sets-up Mac computers and laptops and installs and updates software on desktop computers and peripherals
• Sets-up audio visual equipment and peripheral technical resources as needed
• May assist with desk side support for Windows-based PCs
• Troubleshoots, resolves and/or replaces all end-use equipment (i.e., Desktop/Laptop computers, printers, Imaging/barcode scanners, etc.)
• Troubleshoots, diagnoses and remediates desktop software incidents (e.g., Microsoft office products, VPN solutions, 3rd party applications, ECMC proprietary applications, operation system)
• Provides support to executives which can occasionally include after hours and weekends
• Complies with all ECMC Group Policies
• Additional duties as assigned
• Required to work normal hours to successfully perform the job responsibilities
• May need to work nights and weekends to complete work

• High School diploma or GED
• 3+ years experience working in an IT environment including but not limited to; Desktop Support, Help Desk Support, working with Mac operating systems and software support
• Demonstrated customer service skills
• Ability to work independently
• High level of analytical and problem solving skills
• Strong organizational skills
• AA/Vocational/Technical degree
• Apple Certified Mac Technician
• iOS Qualified

About this company
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