Help Desk Technician (Mac and Apple Products)

Help Desk Technician (Mac and Apple Products)

Seeking to hire Help Desk Technician (Mac and Apple Products) for a leading higher education IT Services company, to work with a University in Buffalo, NY. The Helpdesk Support Analyst serves as the first point of contact for all IT support needs at a client supported higher education institution. The role focuses on developing expertise on Apple products, services, and repair processes. Also, delivering high-quality, customer-centric technical support to faculty, staff, and students while coordinating closely with the remote team to ensure consistent and efficient IT service delivery across campus.

Key Responsibilities:

Provide first-level technical support for faculty, staff, and students via phone, email, or ticketing system.

Troubleshooting & Repair: Diagnose and resolve technical issues, perform physical repairs (hardware), and provide software fixes for Apple devices and peripherals.

Education: Educate customers on product features, services, updates, and best practices to enhance their experience.

Documentation: Accurately log support cases, repairs, and resolutions in Jira ticketing system.

Product Knowledge: Continuously develop expertise on Apple products, services, and repair processes.

• Troubleshoot and resolve issues related to desktops, laptops, printers, networks, and software applications.
• Support classroom and event Audio-Visual (AV) setups, ensuring smooth operation of conferencing tools and presentation equipment.
• Log, track, and document all incidents and requests in the ticketing system, escalating as necessary to higher-tier or remote support teams.
• Assist in the setup, configuration, and maintenance of workstations, user accounts, and peripheral devices.
• Ensure timely delivery of support in line with Service Level Agreements (SLAs) and processes.
• Collaborate with the remote operations team to monitor system health, updates, and maintenance schedules.
• Maintain professionalism and customer focus in all interactions, ensuring a positive support experience.
• Participate in regular service reviews, reporting trends and recurring issues to the Helpdesk Manager for process improvement.

Qualifications:

• Bachelor's degree in information technology, Computer Science, or related field, or equivalent technical experience.
• 1–3 years of experience in IT helpdesk or end-user support, preferably within a higher education setting.
• Strong working knowledge of Windows, macOS, Microsoft 365, and standard business applications.
• Experience with ticketing tools such as ManageEngine, ServiceNow, or Zendesk.
• Understanding of networking fundamentals, printers, and peripheral device support.
• Excellent communication, customer service, and problem-solving skills.
• Ability to multitask and prioritize in a fast-paced, service-driven environment.

Preferred Qualifications:

• Experience supporting academic systems (LMS, SIS, etc.) and hybrid learning technologies (Zoom, Teams, AV tools).
• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator.
• Experience working in a managed IT service or client-supported model.