Retail Online Desktop Support Technician in Texas

• 2 years or more experience providing software and/or hardware technical support for internal customers or for partner teams preferred
• Proficient computer literacy proven through work experience in hardware and software troubleshooting
• Some experience contributing to or authoring technical process documentation
• Ability to operate independently under general supervision
• Excellent communication skills (written, verbal, and presentation) working with personnel from all levels of an organization
• Outstanding time management and organizational skills with the ability to correctly prioritize work tasks based on business impact
• Flexible team player who is able to work in a fast-paced physical and virtual work environment
• Ability to lift and transport up to 50 pounds on occasion and up to 35 pounds regularly. This position also requires the ability to push or pull loaded carts and pallets of goods occasionally.

In this role, you will learn the processes and procedures to maintain the hardware that RCC and Retail Online teams use everyday to support our customers, including both desktop and portable Macs. We support teams through tasks such as: working through hardware and software trouble tickets raised by users or their leaders, maintaining hardware databases to track inventory, performing troubleshooting and maintenance, shipping equipment to users in the field, and processing returned equipment so that it can be re-deployed. We interact directly with employees at all levels of the RCC and Apple Retail Online organizations in supporting their hardware and software needs.

Responsibilities include:
Respond to hardware and software support issues as tickets come in on a prioritized basis, helping the Desktop Support team maintain Service Levels for responses
Manage tickets that are assigned to you to ensure that our internal customers are able to regain full function of their systems
Demonstrate technical troubleshooting skills across a wide variety of platforms in order to ensure rapid resolution of reported issues
Prepare, ship and receive equipment to users that work across AMR, and track any associated returning equipment to keep our database up-to-date
Repair and maintain desktop and portable Macs and accessories, and manage inventory databases to track their deployment
Develop deep technical and process expertise for products or applications, and contribute team training and documentation for these products to distribute functional knowledge to your teammates.
Monitor corporate ticketing systems to identify emerging issues in our technical environment that may impact us (Desktop Support team). Reach out to partner teams when appropriate to offer assistance in follow-through or business alerts.

Bachelor’s Degree, or equivalent experience