Help Desk Technician II

ANDREWS MCMEEL UNIVERSAL INC•Kansas City, MO

About The Position

We are seeking a dedicated and knowledgeable Help Desk Technician II who specializes in supporting Apple systems. The ideal candidate will have a strong understanding of Mac OS, hardware, and associated technologies, with a passion for providing exceptional end-user support. POSITION SCOPE The Help Desk Technician II utilizes excellent customer service skills to provide hardware and software support to approximately 200 end-users for both Windows and Mac; this includes setup, installation and delivery of new equipment. This role serves as first line of response for technical issues pertaining to laptops, desktop software, printers, audio/visual equipment and phones. The Help Desk Technician will provide technical support via phone, email, chat, remote, or in-person. This role will provide support to install and provide basic support for approved PC software; perform upgrades to all computer platforms, train employees on computers, maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed and assist in resolving any operations problems. Will provide prompt initial response to all assigned requests, ensuring a high standard of customer service is met or exceeded.

Requirements

Must excel at customer service and be able to interact with employees at various levels and with a diverse pool of employees ensuring the customer is treated with a high level of professionalism and courtesy.
Experience troubleshooting, maintaining and setting up Mac hardware and software in a Mac/Windows network environment.
Knowledge of software applications used by Mac users. These primarily include Adobe Photoshop, Adobe Illustrator, Adobe InDesign, Microsoft Office, and Microsoft Outlook.
Knowledge in maintaining and troubleshooting Windows hardware and software as well as network equipment/configuration.
Ability to understand and learn new equipment and applications as needed.
Ability to interact with end-users on a regular basis.
Independent, highly motivated, skilled in multi-tasking, and strong communication skills (presentation, written and verbal).
Minimum 3-5 years IT experience in service desk/technician function.
Previous experience supporting hardware and software in an Apple platform environment.
Knowledge of Mac hardware and software applications (Adobe Creative Suite, font management software)
Familiarity with PC hardware and software.

Responsibilities

Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
Provide technical assistance and support for end user issues related to Mac and/or Windows systems, software, and hardware.
Train users in the use of equipment or software, providing technical assistance and support.
Assist in Active Directory and email account creation and maintenance.
Prepare hardware for disposal, ensuring hardware is wiped and secured.
Continuously look to improve current support and business processes
Maintain accurate inventory information for both hardware and software products.
Keep applications and system software current with updates and patches.
Evaluate software and updates before installing on machines.
Keep track of hardware, serial numbers, and configurations.
Evaluate hardware requirements and upgrades.
As required, general support of AV systems in offices, and meeting spaces.
When necessary, work with third-party support and PC equipment vendors.