Desktop Support Technician - Mac

Summary:

The CTS Desktop Support Level 2 Technician provides support for customers consisting of, but not

limited to: end user technical support, desktop & laptop hardware support, macOS Operating System

support, software support, and documentation as requested. The position level requires an

intermediate-to-advanced skill set and completion of the Mac Service Certification Exam as needed.

This position operates under general supervision.

Qualifications & Expectations:

• Intermediate- to advanced- knowledge of information technology and an aptitude for

acquiring technical knowledge. macOS, iOS and Apple hardware experience is strongly

desired.

• Previous desktop support experience in a higher education environment desired.

• Excellent organizational skills.

• Excellent written, verbal and interpersonal communication skills, ability to interact well in a

team environment, strong self-motivation, and a keen desire to help clients are required.

• Working knowledge of networking concepts and technologies, including TCP/IP and

Microsoft networking.

• Basic knowledge of Active Directory, device management utilities such as SCCM and JAMF.

• Demonstrates leadership in a fast-paced environment.

• Ability to remain professional in stressful situations.

• Ability to produce accurate technical documentation and end user instructions/FAQs.

Job Functions:

• Work closely with Desktop Support staff to provide efficient service to clients.

• Assist in researching technical issues.

• Record time and detailed resolution of issues in our incident management system.

• Provide intermediate level of technical support in client’s environment, ensuring timely

service and appropriate issue resolution.

• Escalate technical support issues that cannot be resolved to ensure timely service and issue

resolution.

• Responsible for ensuring the security and confidentiality of customer records and information;

protect against any anticipated threats or hazards to the security or integrity of such records;

and protect against unauthorized access to or use of such records or information that could

result in substantial harm or inconvenience to any customer.

• Other duties as assigned