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5 days/week on site
Duration: ongoing multi year contract
Benefits: https://bhsg.com/useful-links#employee-benefits
Position Description:
- Gather and analyze information regarding technical issues.
- Run or modify scripts that automate the deployment of updates and new applications across Apple devices
- Utilize Apple School Manager expertise, strong troubleshooting abilities, and effective communication skills to manage, support, and optimize Apple devices and related services throughout the college.
- Respond to telephone, email and walk-in requests for technical support or assistance in a timely manner, ensuring appropriate customer service at all times.
- Log all requests for support using electronic ticketing systems and resolve all requests to full closure.
- Diagnose and correct desktop computing problems which may result from system failure, system configuration, system errors, operator errors or operator inexperience whenever possible via the phone, in person or remote desktop support.
- Reset passwords and unlock accounts effectively, clear print queues and log all incoming calls for service into helpdesk, incorporating college acceptable use policies.
- Install, build, support, maintain, and diagnose hardware, software and network components needed to support academic and administrative desktop computers, as directed.
- Ensure the integrity of support procedures, processes, and documentation pertaining to the college-wide technical support initiatives.
- Deliver quality customer service to all internal constituents in a professional, helpful and courteous manner.
- Assist with the maintenance and tracking of inventory and deployment of hardware and software college-wide, as directed.
- Documentation, including revising and updating standard operating procedures.
Required Skills:
- An Associate’s Degree or higher
- At least five (5) years direct experience supporting personal computers, mobile/tablet devices, and mobile applications in a professional work environment using IOS, MS Windows and the MS Office Suite of applications for both Windows or Apple/Mac.
- At least two (2) years’ direct experience working with JAMF, JAMF Connect, Adobe Creative cloud and AWS is required.
- Experience with Apple Macintosh required.
- Experience working with and supporting Mac OS and solving computer/mobile device-related problems with a strong focus of Apple/Mac administration.
- Working knowledge and/or direct experience with cloud-based SaaS products for the automation, orchestration, packaging, deployment and lifecycle management of applications, updates and applications security (ideally JAMF, JAMF Connect, SysAid/Remedy, Idaptive, Adobe Creative Cloud, G-Suite, AWS) is required.
- Must be able to lift a sixty (60) pound parcel from floor to a desktop height as needed.
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