SUMMARY
Responsible for providing professional technical assistance and support related to Apple Laptops,
iPads, related software, or audio visual (AV) equipment. Responds to queries, runs diagnostic
programs, isolates problem, and determines and implements solution.
PRIMARY RESPONSIBILITIES
• Provide technical assistance and support for incoming queries and issues related to software,
and hardware.
• Respond to queries either in person or by our help desk ticketing system, OS Ticket.
• Train laptop or iPad users.
• Maintain performance of computer systems.
• Respond to email messages or OS Ticket requests for end users seeking help.
• Ask questions to determine nature of problem.
• Demonstrate to the end user how they may use a problem-solving process.
• Install, modify, and repair computer hardware and software.
• Assist with maintenance of AV equipment, printers, telephones and computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), and other systems.
• Install computer peripherals for users.
• Follow up with users to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Other duties may be assigned
COMMUNICATION SKILLS
This position requires handling confidential information in an appropriate manner. Customer
interactions must be handled with diplomacy and tact. Individual must be able to gauge the
customer’s technical ability and communicate with them in appropriate technical or nontechnical
language in a non-condescending manner.
OTHER SKILLS AND ABILITIES
• Must be able to learn and support new and fast-changing technologies
• Good interpersonal skills
• Good work habits under pressure
• Familiarity with Apple products
• Detail oriented and organized
• Be able to lift and/or carry up to 25 lbs and the pushing and pulling of carts if necessary
• Some after school hours, including weekends as needed. This is unusual.
Contact Oakwood School, Greenville, NC