Job Description
Job Description
We are looking for an experienced Technical Support Analyst to join our team on a contract basis. In this role, you will provide technical assistance and support across two locations, ensuring smooth operation and resolution of IT-related issues. This position requires a proactive individual with strong problem-solving skills and expertise in Apple devices and systems.
Responsibilities:
• Deliver Tier I helpdesk support to users across two sites, addressing technical issues promptly and effectively.
• Diagnose and troubleshoot hardware, software, environmental, and user-related problems, collaborating with vendors when necessary.
• Conduct research on unresolved issues and propose solutions to improve user experience.
• Manage device lifecycles, including acquisition, deployment, collection, erasure, and sale.
• Perform repair and maintenance tasks for various equipment and technical services, such as printers.
• Create and update documentation for procedures and practices to ensure consistency and efficiency.
• Promote the continuous enhancement of technology support processes.
• Handle additional duties as needed to support the IT team and organizational goals.
• Proficiency with Apple hardware, including Mac computers and iPads, as well as software like macOS, iPadOS, and tvOS.
• Familiarity with Google Workspace for Education and IT ticketing systems, such as Incident IQ.
• Experience with mobile device management tools and printer management systems.
• Strong troubleshooting skills to identify and resolve technical issues effectively.
• Ability to manage service desk tickets with attention to detail and urgency.
• Knowledge of best practices for documenting IT processes and procedures.
• Excellent communication skills to collaborate with users and team members.
• Capability to work independently and prioritize tasks in a dynamic environment.