Apple Certified Technician Palo Alto Networks

Primary Function: The Apple Certified Technician position is responsible for all in-house repair of Apple laptops and desktops. Ordering parts, servicing equipment, imaging, and inventory are all key components of the Apple Certified Technician's job function. The Apple Certified Technician will respond to help desk tickets and deliver support for our user community and provide both general Mac workstation support as well as troubleshooting OS and application issues. The Apple Certified Technician will also be responsible for helping build Mac images to be used for mass distribution and to streamline the provisioning process. The technician will consult with the technology department supervisor for task prioritization and work on a team performing tasks such as: creation and installation of images, data migration, troubleshooting general office productivity applications, applying security configurations, and custom application support. Additionally, the technician may be asked to present configuration standards and processes to other support staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintain a sense of urgency while dealing with multiple tasks and turning around service orders and repairs to staff members as quickly as possible.
• Provide support to the user community including identifying, researching and resolving
• technical problems.
• Work with Apple Tech Support to order parts and resolve issues.
• Respond to telephone calls, e-mails, and help desk requests for technical support.
• Assist in creating a high quality help desk; documenting all requests and actions taken.
• Bulk-image machines when leases are refreshed.
• Install approved software releases, system upgrades, and patches and resolve software related
• problems.
• Maintain, analyze, troubleshoot, and repair computer systems, repair or replace components in
• laptops, desktops, printers and other peripherals.
• Orders and receives parts and managing inventory of parts.
• Inventory new equipment to help minimize loss.
• Rely on experience and judgment to plan and accomplish goals.
• Must have the ability to recognize problem areas, define solutions, and implement those
• solutions in a timely manner.
• Interact with district staff to resolve issues pertaining to Technology.
• Investigate errors and problems; perform root cause analysis in an effort to provide permanent
• resolutions.
• Receive and transport new equipment when necessary.
• Work with IT team to identify and implement plans for technology upgrades and deployments.
• Pickup and delivery of district equipment for repairs when necessary.
• Provide remote support when applicable for computer systems to minimize downtime.
• Willing to work before or after normal operating hours to minimize district downtime when an
• adverse situation occurs.
• Participate in continued education of all Apple products and services. Acquire additional
• certification if deemed necessary.
• Perform other IT functions as workflow permits.
• Windows platform support as assigned by Manager of Helpdesk and Desktop Support Services.
• All other duties as assigned by Manager of Helpdesk and Desktop Support Services.

QUALIFICATIONS:

• Apple Certified Support Professional Mac OS X 10.5, 10.6
• Apple Certified Mac Technician
• Three (3) years or more of experience in the repair of Apple laptops and desktops
• Ability to apply common sense understanding in order to carry out instructions in written, oral,
• and diagram form
• Good written and verbal communication skills
• Ability to work well in a team environment
• Willingness to respond to variety of help desk tickets
• Willingness to learn new technologies
• Excellent customer support skills
• Possess leadership skills and computer skills
• Ability to operate various computer-related equipment
• Possess active listening skills and conflict mediation skills
• Possess a valid driver's license

Location:	Santa Clara, CA United States