(On-Site - Austin, Texas)
Description
The Apple Computing Technician is an on-site hands-on position responsible for equipment deployment and supporting the end user experience. In this role, you will provide quality day-to-day hands-on and remote end-user support with a high degree of customer satisfaction and technical expertise. You will partner with HR, IT Ops, Facilities, and Legal departments to coordinate and track new hires as part of the onboarding process or monitor, receive, and check in all returning assets as part of the offboarding hardware lifecycle. You will also perform break-fixes, swaps, upgrades, refreshes, and repairs as part of the hardware lifecycle.
You will play a key role in Apple fleet management, including patch, release, and upgrade deployments, and overall fleet management through the Apple business manager, Jamf, and other established standard tools as defined by the client. This tech will also contribute to support of the complete end-user fleet, which includes Microsoft systems, too.
You will provide timely resolution of problems or escalation on behalf of the end user to the appropriate technical personnel. You will provide case status updates to management and end-users and maintain effective working relationships. This role is to be completed on-site at our offices in Austin, TX.
Responsibilities
- Work as part of the IT support team to image, deploy, troubleshoot, organize, maintain, and categorize end-user hardware in support of identified business needs
- Resolve service requests in the form of incidents or requests for tickets meeting or exceeding SLA
- Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal mobile or workstation performance
- Execute the onboarding and offboarding process including imaging, deployment, equipment returns, and replacements
- Collaborate in the hiring process from account creation through machine deployment including shipment tracking and coordinating with HR
- Maintain an accurate inventory of all unassigned, deployed, retired, and disposed of hardware and peripherals
- Track, organize, and backup assets as needed for Legal Hold
- Manage Apple equipment set-up, configuration, and deployment leveraging Jamf and other MDM tools as defined by Juul
- Work on break-fixes, swaps, and accessories and equipment deployment
- Partner with the Global Logistics team to deploy and track international shipments while following and maintaining best practices
- Partner with the Global AV support team to support and maintain audio-visual equipment, and coordinate with third-party vendors and teams for the resolution of escalated tickets in connection with the AV infrastructure operation.
- Participate in root cause analysis on recurring tickets and identify opportunities for automated remediation
- Provide basic business-level application support
- Participate in special projects related to the IT function
- Build or expand Confluence documentation to drive efficiency and standardize best practices
- Perform other duties as assigned.
Qualifications
- 7+ years of experience in a desktop or executive support role in a structured corporate environment
- 5+ years of experience in Apple device management, MacOS, and iOS, in a medium to large size organization
- 5+ years of experience in Jamf tools, for MDM.
- Exceptional communication and customer service, dealing with executive-level users
- Ability to work independently with little supervision
- Able to effectively interact with end users including managers and directors
- Experience with the ServiceNow ticketing system
- Friendly team player who leads by example, believes in collaboration and works hard to communicate with team members
- Expertise with MacOS, and iOS operating systems
- Knowledge using remote access tools (VPN, VDI, LMI)
- Azure and Intune experience a plus
- Knowledgeable in Okta, GSuite, Office, and Box
- Troubleshoot and diagnose easy to complex hardware problems
- Proactively seeks learning opportunities and is a self-starter
- Innate ability to communicate a point of view or successfully simplify a process to educate end users
- Manage multiple tasks, be detail-oriented, and responsive, and demonstrate independent thought and critical thinking.
Competencies
- Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
- Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas, and exhibits a willingness to try new things.
- Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
- Written communication—the individual edits work for spelling and grammar, presents numerical data effectively, and can read and interpret written information.
- Problem-solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, and maintains confidentiality.
- Quality control—the individual demonstrates accuracy and thoroughness and monitors their own work to ensure quality.
- Adaptability—the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent changes, delays, or unexpected events.
- Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.
Pay Rate: $35/h (depending on skills and experience) under a W-2 contract.
