Apple End User Support Specialist

North Central CollegeNaperville, IL

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Position Information Posting Number S000919 Position Title Apple End User Support Specialist Department Information Technology Services Division Information & Technology Supervisor Title Telecommunications and Computer Support Operations Manager Status Full Time Regular Salary Range $55,000-$58,000 Position Summary The Apple End User Support Specialist is responsible for resolving problems, questions or concerns related to the purchase, use, management and ongoing end-user support of Apple products at North Central College, including desktops, laptops, mobile devices and software.

Description of Key Responsibilities Note that all functions described below must be performed, and it is normally the responsibility of the individual in this position to perform them and / or see that they are performed.

1. Responsible for support of all College owned Apple computers, mobile ios devices, and peripherals, and for diagnosing and resolving problems effectively. This support covers hardware, software and all network client functions.

2. Design and implement process and ensure all College-supported Apple software and hardware are consistently maintained with the latest patch levels and software updates using the MDM Jamf.

3. Responsible for ensuring that appropriate software is loaded and functioning correctly in Apple labs for instructional purposes.

4. Assist Windows End User Support Specialist with troubleshooting general helpdesk tickets when not working on Apple-specific issues.

5. Adhere to support practices, create and maintain clear documentation, and collaborate with ITS staff to troubleshoot and resolve issues.

6. Share in responsibility for the Help Desk web page, focusing on Apple computers.

7. Other related duties as assigned.

OTHER KEY RESPONSIBILITIES

Support the College’s mission, vision and values, and contribute to the advancement of the College’s Strategic Plan.
Demonstrate a strong commitment to continuous quality improvement.
Demonstrate civil and inclusive behavior when interacting with staff, faculty, students and visitors to the College. Promote a flexible, collaborative and inclusive work and living environment and engage in educational opportunities to increase awareness and understanding of diversity and inclusion.

Required Knowledge, Skills and Abilities Individuals must possess the knowledge, skills and abilities described below or be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. Physical requirements of the job can be found on the last page of this document.An individual in this position must possess the proficiency, wherewithal and knowledge of principles and processes for providing high-quality service to both internal and external constituents of the College.

Excellent interpersonal skills and a strong commitment to customer service are required for this position. Must be able to communicate effectively in the English language, both orally and in writing, on all levels.

Demonstrated and verifiable ability to produce written documentation of complex technical processes / procedures for a general audience.

Ability to work in a flexible environment as a team member and individually.

Proficient in Apple and PC client functions in networked environments, various operating systems, and network applications like Microsoft Office.

Verifiable experience with Apple devices, Apple OS X, and browsers.

Knowledge and understanding of general networking fundamentals to include, but not limited to, LDAP, e-directory and Active Directory, especially with regard to Apple specific implementations of these services.

Proficiency in Microsoft Office Suite software (both Apple and PC) and other standard software used in administrative / business settings.

Strong organizational, accuracy, attention to detail, and problem-solving skills.

Capable of managing multiple priorities and meeting tight deadlines.

Committed to continuous skill and knowledge development.

Quickly grasp knowledge of College organization and operations.

Distinguishing Characteristics The college community must receive a prompt, dependable, and competent response to their requests for service and support for the devices they use to accomplish their tasks and the ideal candidate will possess these qualities. Candidates should be able to work independently, but are also effective within a small team. The position may require occasional work outside of normal business hours and candidate must be able to lift and carry 50lbs. Education / Training A bachelor’s degree, in computer science or a related field, or equivalent experience is required.

Experience 2-3 years’ experience in a similar position supporting Apple devices for end-users preferred. Apple Certified Support Professional Certification and A+ Certification, or required within one year of hire.

Experience implementing and managing Apple Device Enrollment Programs (DEP), Apple Volume Purchase Programs (VPP), and the integration of Apple Configurator with third-party Mobile Device Management solutions, specifically Jamf MDM, preferred. Licenses or Certifications Valid driver’s license with acceptable driving record. Is This a Temporary Position? No Employment Conditions An offer of employment is contingent upon successful completion of the College’s background screening process. Number of Vacancies 1 Posting Detail Information

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Support Specialist • Naperville, IL