Apple Device and Workstation Support Technician

Description

Reporting to the Apple Device and AV Services Coordinator the Apple Device & Workstation Support Technician (AD&WST) focuses on Apple device support throughout the Library. The AD&WST troubleshoots mobile, desktop, and specialty Apple devices, both hardware and software, providing first-tier technical support on location and in the office, and determines when hardware should be repaired. If escalation is required, the Apple Device & Workstation Support Technician actively works with the end-user and other Digital Initiatives and Information Technology (DIIT) staff to determine next steps, using the Library's ticketing and documentation systems. The Apple Device & Workstation Support Technician actively monitors the ticketing system for Apple-specific problems and requests, assisting the DIIT Logistics and Service Desk Teams in routing those issues. The Apple Device & Workstation Support Technician works closely with other full-time DIITOS staff to utilize Apple-specific management software and develop workflows to support a variety of devices and use-cases.