IT Support Specialist (Apple Products) - Houston, TX

EPSI Worx is seeking a highly skilled and Apple-certified IT support professional with expertise in troubleshooting and repairing Apple Mac products. The ideal candidate will hold certifications such as Apple Certified Support Professional (ACSP), Apple Certified Technical Coordinator (ACTC), and Apple Certified Macintosh Technician (ACMT) with a focus on Apple hardware repair. This role requires a strong background in diagnosing and resolving issues related to desktops, laptops, portable Macintosh systems, and mobile devices.

Key Responsibilities:

Troubleshooting and Repair:

• Utilize expertise in Apple hardware repair to diagnose and resolve issues with desktops, laptops, portable Macintosh systems, and mobile devices.
• Execute efficient troubleshooting methods for identifying and resolving common Mac software problems in Mac OSX, iOS, iLife, iWork, and MS Office.

Email Client Configuration and Support:

• Configure and provide support for various Mac email clients, including Apple Mail, Entourage 2004/2008, Outlook 2011, Thunderbird, and Eudora.

Windows Support:

• Provide expert support for Windows 7, 8, 8.1, and 10 in a large-scale enterprise/Windows Active Directory environment.
• Install, configure, and troubleshoot Microsoft Operating Systems and Microsoft Office applications.

ITIL-Based Ticketing System:

• Utilize experience with ITIL-based ticketing systems such as Remedy, HEAT, Service Now, etc., to manage and track support requests.

Technical and Analytical Skills:

• Demonstrate strong technical and analytical skills for problem analysis and resolution of software problems.
• Adhere to Standard Operating Procedures (SOP), checklists, and instructions to ensure consistent and thorough support.

Communication Skills:

• Possess excellent written and verbal communication skills to effectively interact with both technical and non-technical users.
• Provide outstanding customer service in all interactions.

Desired Skills:

Microsoft Office 365 Support:

Enterprise Backup Solutions:

VPN and Wireless Technologies:

Qualifications:

• Apple Certified Support Professional (ACSP), Apple Certified Technical Coordinator (ACTC), and Apple Certified Macintosh Technician (ACMT) certifications.
• Strong background in troubleshooting and repair of Apple Mac products.
• Experience in supporting Windows in an enterprise environment.
• Proficiency in Microsoft Operating Systems and Office applications.
• Familiarity with ITIL-based ticketing systems.
• Excellent written and verbal communication skills.
• Exceptional customer service skills.