Mac Desktop - Support Technician
American Film Institute
Los Angeles, CAThis was removed by the employer on 10/26/2018 12:48:00 PM PST
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Full Time Job
AMERICAN FILM INSTITUTE
JOB DESCRIPTION
POSITION: Mac Desktop Support Technician
DEPARTMENT: AFI Information Technology
LOCATION: Los Angeles Campus
ABOUT THE JOB POSITION
PRINCIPAL RESPONSIBILITIES:
This hands-on role reports to the Director of IT and is responsible for providing Tier 1 desktop and
mobile support as part of a team that includes Tier 2 and Tier 3 support. The Technician role ensures
accurate incident documentation and issue-tracking to a primarily Mac-based office staff with
hardware, software, network and application problems.
This individual serves as the IT customer service specialist and helpdesk front line of support,
performing a range of activities that contribute to overall customer and user satisfaction. This
individual also supports the campus telephone/communications systems as needed.
PRINCIPAL DUTIES:
• Primary point of contact for all help desk support tickets and IT help line calls; responsible for
handling Tier 1 support (for computers, printers, BYOD mobile devices for iOS, Android and other
platforms, office telephone, etc.) and escalating help desk support tickets to other IT department
staff for higher-level issues. Daily responsibilities include installing, configuring, managing,
maintaining, and troubleshooting printers, desktop computers running Mac OS X and Windows
operating systems, and common office productivity applications such as MS Office, Acrobat, etc.
as well as supporting common desktop browsers and security (anti-virus) software.
• Provide support to end users for networking issues in a LAN environment with 802.11ac WiFi.
• Provide accurate and detailed documentation of IT problems, analysis and resolution actions for
knowledge base.
• Perform monthly service maintenance work on Windows and Mac servers.
• Recommend, schedule and perform approved software improvements and upgrades.
• Build service relationships with internal constituents; develop and maintain excellent working
relationships with other departments across the organization, ensuring the IT department is well
received and consistently represents professional standards and deliverables.
• Work within IT management systems, processes and procedures to ensure effective monitoring,
control and support of service delivery; maintain a thorough understanding of all organizational
standards, policies, procedures and guidelines.
• Ensure quality and cost-effective services are performed per the agreed SLAs; accountable for the
delivery of services within the SLAs and KPIs.
• Mentor the user community on IT best practices.
• Perform after-hours on-call support coverage as needed to ensure 24/7 coverage.
• Actively maintain help desk documentation in an electronic knowledge database.
• Provide general office support for the department, including invoice/document coordination.
EXPERIENCE/SKILLS REQUIRED:
• Bachelor's degree and a minimum of two years of hands on IT help desk experience in a fast
paced, multifaceted IT department supporting Apple OS X and iOS. Experience with Microsoft
Windows would also be helpful.
• Must hold one or more of the following certifications: A+, Security+, Network+, CCNA, ACMT,
MCP and /or MCSA.
• Knowledge of ITIL standards and disciplines, with certification preferred.
• Highly competent in the setup, operation and support of desktop operating systems (OS X,
Windows).
• Highly capable of operating and troubleshooting common end-user applications.
• Direct knowledge of and experience with the following: support of Microsoft Office 2010-2013,
2016, 365 applications; configuring/troubleshooting Apple iPhones/iPads, iOS/Android mobile
devices and Xerox/HP printers & copiers.
• A champion for exceptional customer service to provide solutions to technological and operational
issues and concerns for an entire enterprise system; demonstrated ability to provide end-users
with best-in-class service and timely creative solutions.
• A commitment to excellence and to making a difference; results-driven, improvement-focused
and action-oriented with the ability to handle an array of responsibilities simultaneously,
proactively striving for process improvements and success.
• Strong attention to detail and a commitment to thorough resource documentation.
• Strong time management, organizational and multi-tasking skills, coupled with the ability to work
independently and with minimal supervision.
• Exceptionally detail-oriented with the proven ability to handle numerous tasks with appropriate
follow-up and reporting activities while not losing sight of the big picture.
• Can work independently while being an integral member of a high-functioning team.
• Excellent oral and written communication skills.
• Strong diplomacy skills and professionalism are mandatory; this includes the ability to maintain
complete confidentiality and discretion at all times.
• Ability to work calmly under pressure.
• Personal integrity and the ability to inspire confidence and trust.
CANDIDATE PROFILE:
The successful candidate has proven skills to work effectively with the AFI user community to
maintain AFI's IT infrastructure and equipment. A hunger to learn more in the IT field will drive a
successful candidate to find answers in areas of knowledge that need reinforcement.
A proven hands-on Support Technician, this individual acts with vigor to achieve help desk results and
is capable of articulating and measuring success. This individual shares a passion for AFI's purpose,
mission and values, and serves as an ambassador for the American Film Institute.
SUPERVISION:
This position reports to the AFI Director, IT and works closely with the AFI IT Systems Specialist and
Mac Desktop Support Engineer. This role will interface with a variety of IT support vendors and all
levels of staff across the AFI Campus.