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Technology Support Specialist II/Mac Technician in Colorado Springs, CO at SNI Technology

Date Posted: 11/4/2020

Job Snapshot

Job Description

Our client is seeking a Technology Support Specialist II/Mac Technician for an ex citing contract to hire scenario. The Technology Support Specialist II/Mac Technician is the second level technical support in IT and will be in development for higher grades of Technology Support Specialist positions. The Technology Support Specialist II/Mac Technician position exists to resolve or prioritize, escalate and route services and support requests for numerous IT services and applications raised by users to the IT Service Desk with an emphasis on Apple desktop/laptop and iOS devices and applications.. This position will also troubleshoot issues, identify root causes to resolve and document the resolution pertaining to end-user services and technology such as: Intel and Apple Mac devices and operating systems; MS/Mac desktop Office; specialized desktop video/audio editing products; end user network/Wi-Fi services; remote network access; telephone services, and email services; at a Level 1 and Level 2 service/support level. This position will assist in supporting desktop projects, implementing critical software applications, managing desktop hardware lifecycles and support of end-user services.


  • Works as part of a rotation program (to cover support shifts) where and when required
  • Serves as a point of contact (via phone or email) for all ministry telecommunications and IT services and support needs
  • Serves as primary initial contact and triage technician for Apple OS and iOS support issues.
  • Works from within and enters all required information of all service requests and incidents into the Service Desk software
  • Determines prioritization and impact of the request/incident based on documented criteria
  • Provides troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possible
  • Identifies and documents new issue resolutions and processes/procedures for improved quality of services and efficiency of the team
  • Escalates service issues, when unable to resolve, to the appropriate technical service group as promptly as possible and with as much supporting information of the issue to assist the next level
  • Follows up with customers on status for outstanding service requests, and confirms satisfactory resolution prior to closing tickets
  • Provides technical support for desktop hardware, all Intel and Apple Mac operating systems, Microsoft Office Applications, and many other desktop software applications
  • Builds, configures, and install Desktops, Workstations, and Laptops according to Standards. Sets-up new users and provides basic customer training as needed
  • Provides support and administration of the desktop telephones and associated telephone systems


  • Associate's degree in Information Systems, Information Technology, related field, required; Bachelor's degree preferred;
  • significant proven experience in lieu of degree(s) considered
  • 2+ years in Mac-based operating systems and applications experience required
  • 2+ years in Windows based operating systems and application experience required
  • 2+ years of administration and organizational experience preferred
  • Experienced in customer service and communication.
  • Comp TIA A+ certification preferred
  • PC and Mac certifications preferred
  • Ability to communicate effectively (written and verbal)
  • Working knowledge of printers and computer consoles
  • Strong attention to detail and accuracy