firstPRO is seeking an IT Apple Support Contractor to resolve support service via telephone, email, walk-in, or remotely. This role is a 4-month contract position that is on site in Philadelphia, PA. Our client is looking for someone to perform repairs, installations, and maintenance of computer hardware and software for Apple devices.
Responsibilities:
- Collect and assess information related to technical issues.
- Provide timely responses to technical support requests received via phone, email, or walk-ins, ensuring exceptional customer service.
- Document all support requests in the electronic ticketing system and manage them through to resolution.
- Troubleshoot and resolve desktop computing issues, including those caused by system failures, configurations, errors, or user-related issues, either over the phone, in person, or through remote desktop support.
- Reset passwords, unlock accounts, clear print queues, and log all service calls, adhering to the college’s acceptable use policies.
- Install, maintain, and troubleshoot hardware, software, and network components for both academic and administrative desktop computers as needed.
- Maintain accuracy and integrity in support procedures, processes, and documentation for college-wide technical initiatives.
- Communicate effectively with faculty, staff, and administrators at all levels, both technical and non-technical, to address and fulfill support needs.
- Collaborate with ITS management, faculty, and staff to repair or replace equipment, ensuring proper handling of warranty claims and reimbursements.
- Operate independently, prioritize tasks during emergencies, and escalate issues to the appropriate resources when necessary.
- Collaborate with college-wide teams and external vendors to diagnose and resolve desktop computing issues.
- Assist in managing hardware and software inventory and deployments across the college, as directed.
- Demonstrate awareness, sensitivity, and respect for the diverse backgrounds of students, faculty, and staff in the academic environment.
- Perform additional duties as assigned.
Requirements:
- High school diploma or equivalent (GED) required.
- A minimum of three (3) years of hands-on experience supporting Apple/Mac computers, mobile devices, and mobile applications in a professional setting, with expertise in iOS, MS Windows, and MS Office for both Windows and Mac.
- Strong customer service and professionalism skills.
- Proven experience with Mac OS and troubleshooting computer/mobile device-related issues (Apple Genius experience is a plus).
- Familiarity with cloud-based SaaS products and security, including JAMF, SysAid/Remedy, Idaptive, Adobe Creative Cloud, G-Suite, and AWS.
- Ability to lift up to 60 pounds from the floor to desktop height as required.
