The J. Paul Getty Trust : Technical Support Specialist

Job Summary

Under general supervision, provides technical support to end-users for Macintosh computer hardware, software, peripherals, mobile devices and network related problems via phone, deskside, and remotely using ticket management software.

Major Job Responsibilities

  • Acts as the first line of response to and delivery of requests for various hardware, software, peripheral, and networking technical assistance; escalates more complex problems as necessary for resolution
  • Diagnoses and resolves basic and more complex problems; responds to escalated problems from clients; performs triage, provides remote problem resolution when possible, dispatches problems to associated groups throughout the organization, and dispatches out to clients for hardware issues not resolved remotely
  • Technically able to resolve 70% of PC and Macintosh hardware or software support issues with minimal direction
  • Configures and troubleshoots computing systems in a diverse environment
  • Researches, recommends, and implements hardware and software purchases and configurations to meet customer needs and to help ensure compatibility with systems and architecture
  • Works on technical projects requiring expertise and creativity in analysis and deployment of technology
  • Establishes, communicates, and implements standards used throughout the organization and contribute to the development of the support strategy
  • Investigates and tests new tools, systems, techniques, and software products
  • Provides technical guidance and advanced training; may supervise lower level staff

Qualifications

    • Associate college degree or equivalent in computer science preferred, or a combination of education and relevant experience
    • 2-5 years of related experience with PC or Macintosh hardware or software support
    • Certification preferred in any of the following: Windows, Dell, Apple, Microsoft or Novell
    • Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting

Knowledge, Skills and Abilities

  • Strong communication and interpersonal skills
  • Must be able to lift/move equipment up to 50 lbs.
  • Possesses thorough knowledge of Macintosh operating system and hardware.
  • Good technical writing skills preferred.
  • Ability to provide excellent customer service
  • Ability to apply diagnostic techniques for problem troubleshooting
  • Ability to follow instructions and documented procedures, as well as ability to provide feedback and compose and/or revise documented procedures

 

To apply, visit: https://jobs-getty.icims.com/jobs/3301/technical-support-specialist/job

 

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