Mac OS Helpdesk Support

Job opening ID

Posting title
Mac OS Helpdesk Support

Roles and responsibilities
Must be a US Citizen
Ongoing contract position
W2 with full benefits
Must be able to pass background check and drug screen
Pay range:$18-20/hr.  

Job Description: 
Resolves a broad range of technical issues in support of customer computer hardware, software, and network. Diagnoses, identifies, isolates and analyzes problems utilizing historical data base records. Installs and configures software. Alerts management to recurring incidents and patterns of problems. Set up and tests a variety of systems and hardware components/peripherals prior to field deployment and provides computer repair and test capability for all company departments. Analyzes failed systems according to established standard operating procedures. Performs repairs and tests of systems that can be repaired in-house. Performs preventive and on-demand maintenance on a variety of systems. Be responsible for ensuring customers’ computer issues are resolved. May escalate issues to other service groups. Maintains and updates records and tracking databases. Participates as a member on project teams performing a variety of computer related activities. Participates in idea sharing and problem resolution. Provides support outside of regular duties as needed. 

Typical Minimums:
• High School Diploma &/or Associates Degree
• Additional experience can be substituted for higher education

• 3-7 years experience supporting 3 of the following technologies:
o Mac OS X (or greater)
o Networking Systems
o Mobile Technologies (Blackberry, iPhone, Android, Cell Phones, PDA’s)
• Experience using call management systems and trouble ticket systems (BMC Remedy, etc.)
• Intermediate – Advanced specialty in one technology area (Mac, MS, Viruses, Mobile Computing, Security, etc.)
• Experience using remote take over tools (Timbuktu, NTR, Bomgar etc.)

Technical Certifications (one or more of the following preferred)
• Apple Certifications - Including the following certifications and/or their relevant successors.
• Apple Certified Support Professional (ACSP) (N or N-1 version)
• Apple Certified Macintosh Technician (ACMT) Field Support Only
• A+ Certification
• Applicable Red Hat/Linux Certification
• Other industry recognized specialty Hardware and OS certifications 

Number of positions