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.
