Technical Support Specialist

Position summary:  The Spring Communications Technical Support Specialist (TSS) is required to diligently execute all duties described below.  The TSS works diligently to ensure continuity of computer system services for computer users by providing the technical expertise, assistance, and project coordination necessary to install computer software products, modify/repair hardware and resolve technical problems on Mac / Apple and PC.

Core objective:  To service Mac / Apple and PC computers and their applications accurately and in a timely manner ensuring the retail and corporate locations are able to perform all necessary functions at all times.

Position responsibilities:Assure continuity of the phone, internet and computer system for all system users Respond immediately to all trouble tickets and close them within 24 hoursConduct weekly check ups on all systems and address ongoing issuesReport monthly on all issues, resolutions and expensesInstall selected software and hardware productsMaintain Point of Sale systems, information systems, database, web and all contentsResearch software products and applicability to organizational environment Repair hardware as necessary and work closely with service vendors to ensure continuity of serviceCoordinate repairs and warranty work with outside vendors, phone company, etc.Provide on-site tech support for all Simply Mac locations, retail support and/or call center personnelPerforms other related projects and duties as assigned

Trouble Shooting and Support:Provide Product troubleshooting, diagnosis, and repair on (but not limited to) the following products:

o  Mac OSX

o  iLife Suite

o  iWork Suite

o  Microsoft  Office

o  Windows Solutions on OSX

o  Macbook

o  Macbook Pro

o  iBook

o  Powerbook

o  iMac

o  Mac Pro

o  Power Mac

o  Mac Mini

o  iPod

Essential skills and experience:Time management: the ability to organize and manage multiple prioritiesStrong internal customer service orientationExcellent interpersonal and communications skillsStrong team playerCommitment to company shared valuesContinual knowledge of the latest developments in technology Be "on-call" for all periods as assigned by manager Ability to work efficiently without supervision Work overtime as requiredTravel as required2+ years Mac / Apple and PC hardware experienceAbility to troubleshoot Mac / Apple and PC’s1+ years Ethernet networking experience

· Apple/Mac and technology industry experience

· Ability to become certified with minimal training) in:

o  Apple Sales Training Online (ASTO) – Product Professional

o  Apple Certified Help Desk Specialist (ACHDS)

o  Apple Certified Trainer – Pro Products (ACTPP)

o  Apple  Certified Technical Coordinator (ACTS)

· Creative and proactive thinking skillsTyping of at least 50 wpmExtremely knowledgeable in all Microsoft Office products(Word, Excel, PowerPoint, Access)1+ Years of router, switch, bridge and network cablingKnowledge of Point of Sale systems and capabilities

Valued but not required skills and experience:A+ CertificationProgramming experienceAssociates Degree Three or more years of direct hands on computer repair experienceCustomer service experienceApple Certified or ability to become certified with minimal training in:Apple Sales Training Online (ASTO) – Product Professional Apple Certified Help Desk Specialist (ACHDS)

o  Apple Certified Trainer – Pro Products (ACTPP)

o  Apple  Certified Technical Coordinator (ACTS)

Reporting to this position:  N/A

Physical demands and work environment:  The physical demands and work environment characteristics described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical Demands:  While performing the duties of this job, the employee is required to walk; sit for long periods of time; use hands and fingers to handle small objects, or feel objects or controls; reach and stretch with hands and arms; balance; stoop; kneel and crawl under desks or in confined spaces; talk and hear.  The employee is frequently required to lift, pick up, and or move up to 50 pounds.  The employee must have the ability to bend while sorting or lifting objects from floor level.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, the ability to look at the computer screen for extended periods of time, and the ability to adjust focus.  Work Environment:  While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.  The noise level of the work environment is usually low but some construction tools may be used by the employee or in the immediate vicinity of the employee.

General Sign-off:  The employee is expected to adhere to all company policies and to act as a role model in the adherence to the company shared values.

I have read and understand this job description.

Signature: ___________________________________________ Date: _____________