Apple End User Support Specialist

Apple End User Support Specialist

Employment Status: Administrative

Description of Key Responsibility:

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.

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.

Valid driver's license with acceptable driving record.

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.