MAC Support Technician - Help Desk - (US-CT-Stamford)
MAC Support Technician - Help Desk - (US-CT-Stamford)
Compensation: $55K - $65K / Year
Minimum Education: Bachelors
Job Type: Full Time
Jobcode: WAKJA1
The MAC Support Technician’s primary responsibility is to respond to, triage, and resolve operational problems, questions and requests related primarily to the MAC environment, that come to the Help Desk system via telephone, e-mail or voicemail. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Support will also be expected of the PC environment as needed.
Position Responsibilities
* Monitor the Help Desk telephone line and email Inbox, ensuring courteous, timely and effective resolution of end use issues.
* Create and track tickets, assign priorities, document, and resolve or escalate to appropriate group(s) for resolutions in the Remedy system.
* Provide technical troubleshooting and problem determination / resolution on a wide range of information technology issues.
* Assist in managing user accounts within the Active Directory.
* Manage the deployment, maintenance, support and upgrades of desktop computers, hardware, software, operating systems and distributed printers to improve efficiency through the organization.
* Maintain equipment loaner policies for laptops, Blackberry devices, and presentation equipment.
* Provide support for presentations and other A/V setups.
* Perform network administration tasks as approved and directed by Engineering and Desktop Support.
* Administer file permissions and data shares.
* Maintain and test standard WWE desktop/laptop images.
* Performs other related duties as required.
Requirements Position Requirements
* College diploma or university degree in the field of computer science and/or [3+] years equivalent work experience.
* Apple Certified Support Professional or equivalent experience. Adobe certification is a plus.
* Knowledge of MAC laptops/workstations is required. Basic understanding of PC workstation/laptops is needed.
* Extensive knowledge in Mac OS 10.4,10.5. Understanding Windows XP and Vista is a plus.
* Strong customer service orientation.
* Specific knowledge in Microsoft Office Products, Font Management software and client applications for the MAC.
* Previous experience supporting complex desktop/graphics application primarily Adobe CS3 and CS4.
* Experience using and managing tickets in a system such as Remedy or Clarify is essential.
* Experience troubleshooting Blackberry devices within a Microsoft Exchange and Blackberry environment.
* Experience with migrating from Apple OS Tiger to Leopard or application (Office 2008, Adobe CS4) migrations is a plus.
* Ability to work comfortably with all levels of management as well as a user population possessing a varying range of computer skills and explain technology issues and solutions in non-technical or user-friendly language.
* Working technical knowledge of current network hardware, protocols, and Internet standards, including TCP/IP
* Sets consistently high standards in the areas of teamwork, cross team cooperation and collaboration and continuously exhibit a "can-do" attitude.
* Good communication skills required.
* Highly self-motivated and able to work independently.
* Keen attention to detail and ability to adhere to documented policies and procedures.
* Ability to effectively prioritize and execute tasks in a high-pressure environment.
* Ability to learn new technologies quickly.
Work Conditions
* On-call availability 24x7 and extra hours as needed
* Local travel may be required.
* Lifting and transporting of moderately heavy objects, such as
computers and peripherals
Email resume in Word to TheBigGameHunter@cisny.com. Please include the job code for the position with your resume.
NO RELOCATION. NO VISA TRANSFERS. NO OVERSEAS RESUMES. NO 3RD PARTIES.
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posted by Unknown at 10:37 AM
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