We are looking for a dedicated Technical Support Analyst to join our team in Vernon Hills, Illinois. This long-term contract position involves providing desktop support across multiple buildings, including elementary and middle schools. The ideal candidate will possess strong technical expertise and a commitment to delivering exceptional customer service.<br><br>Responsibilities:<br>• Provide onsite technical support for Apple devices such as iPads and MacBooks, ensuring smooth functionality and resolving user issues.<br>• Troubleshoot hardware and software problems, including connectivity issues, password resets, and software updates.<br>• Manage and resolve support tickets using a ticketing system like IncidentIQ, documenting progress and maintaining clear communication with users.<br>• Assist in maintaining and improving the performance of IT systems across the campus.<br>• Deliver excellent customer service and maintain a friendly, helpful attitude while addressing technical concerns.<br>• Collaborate with team members to handle approximately 20 tickets per person daily, ensuring timely resolutions.<br>• Support end-users by educating them on basic troubleshooting methods and best practices.<br>• Ensure consistent documentation of issues and solutions to maintain an accurate knowledge base.<br>• Monitor the status of tickets and provide updates to users as necessary.

• Proven experience providing technical support for Apple products, including iPads and MacBooks.<br>• Strong troubleshooting skills for both hardware and software issues.<br>• Familiarity with ticketing systems such as IncidentIQ or similar platforms.<br>• Exceptional customer service skills with a proactive and approachable attitude.<br>• Ability to manage multiple tasks efficiently in a fast-paced environment.<br>• Experience with password management, including resets and updates.<br>• Knowledge of connectivity troubleshooting and maintaining system performance.<br>• Effective communication skills for documenting issues and interacting with users.

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