Apple Support Specialist
Position Number: 00050206
Primary Function of Organization Unit: The Office of Information Technology (OIT) provides central administrative and academic IT services to the University. OIT staff are committed to providing the best possible IT systems and services for the students, faculty and staff of NC State. OIT Vision: Be the IT organization people seek out as a partner for providing visionary strategies, creative solutions, objective information, and effective and efficient services in order to help them achieve their mission and goals. OIT Mission: To provide nimble, effective, efficient and collaborative IT services, solutions and strategies in a timely and helpful manner that assists the university, state and nation in achieving their strategic goals. The OIT Managed Desktop Support Service provides IT desktop support for a customer base of approximately 3000 users across NC State. This service includes a OIT imaged workstation, departmental network file shares, network printing, and remote patch management.
Essential Job Duties: The Apple Support Specialist provides advanced client support for Apple environments specializing in Mac hardware, operating systems, and applications. This position will work closely with the TSS Managed and Hosted Services team and other Office of Information Technology (OIT) units to identify, research, and implement solutions that align with the OIT's service-oriented objectives. The Specialist level two support to OIT Managed Desktop customers as a member of the Managed Desktop Support Team (MDS). The Specialist will represent the needs of end users on Apple platforms in department staff meetings and ensure that we follow best practices to keep our Apple environments in line with current industry and University standards for security, upgrades, and software patching. A significant aspect of this role is managing and maintaining the JAMF Pro management suite for the Managed Desktop Environment. This involves user support for all enterprise related software and other end-user support duties as assigned. In addition, the Specialist will: - respond to telephone, email, IM, and Incident Management tracking system requests for support, including problem analysis, initial resolution and/or escalation. - communicate with customers regarding their issue, both verbally and by written correspondence. - communicate with IT personnel to document customer issues, create assignments, and manage support requests from initial reporting through resolution. - provide tier 2 and 3 troubleshooting and resolution for incidents and requests for desktops, laptops, tablets, printers, applications, and associated peripherals. - manage small to medium scale desktop support projects for OIT and our customer departments. - Meet departmental quality assurance standards, service and policy requirements, and key performance indicators to deliver enterprise quality support. -use ServiceNow tracking software, to document, assign, and manage incidents and requests presented to Managed Desktops and Hosted Services by our customer base. This position is required to transport equipment to various areas of campus to complete the core function of the position.
Department Required Skills: Must demonstrate ability to provide advanced client support for Apple environments with a focus on Mac hardware, operating systems, and applications. Excellent communication skills and the ability to translate technical language for non-technical users. Strong customer service skills.
Preferred Experience, Skills, Training/Education: * 4+ years in end-user technical support and/or system administrator roles. * Advanced knowledge of Apple Mac client and server operating systems * Apple, A+, JAMF, or other technical certifications or training a plus * 2-4 years supporting Apple server and desktop products * Experience working in a customer service capacity preferred * Strong network experience including Ethernet and TCP/IP protocols, Mac and Windows networking and security * Shell scripting and knowledge of enterprise level management of Macs
Necessary Licenses and Certifications: A valid driver's license is required to perform the core functions of the position and must be maintained as a condition of employment.
AA/EOE: NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.
Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree verified at "www.wes.org":http//wes.org. Degree must be obtained prior to start date.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.