Job Description - Apple Desktop Support in San Antonio
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Apple Desktop Support

Ref: US_EN_6_914779_1346935

Posted on 11 September 2020
Job Location
San Antonio, Texas
Contract Type
Information Systems

Our client is a full-service MSP located in San Antonio, TX that provide sustainable IT solutions to our clients. We serve clients in healthcare, legal, and nonprofit sectors. 

We prioritize excellent customer service for our clients. Our clients call in regard to most every IT issue under the sun. The biggest needs in all situations are expertise needed is resourcefulness in diagnosing issues and empathy for their situations. Customer service can look like visiting clients on-site to diagnose issues, answering calls, transfers, and support tickets promptly, and creating long-term tech solutions for clients.

Roles and Responsibilities 

  • Respond to service requests from our clients via telephone, email, and support tickets
  • Utilize ticketing system and CRM to document support ticket notes, analyze support ticket statistics, and
  • Utilize an effective problem solving strategy to resolve tickets quickly and efficiently
  • Utilize documentation portal to contribute documentation, pictures, Client info to our site
  • Educate and provide insight to clients regarding best course of action and best practice
  • Recognize trends and patterns in support tickets. Work with team to provide permanent and lasting solutions
  • Ability to diagnose and resolve just about any issue that any Mac device or Mac OS system could throw at you.
  • Comfortably navigate multiple applications to research solutions
  • Multitask in systems while patiently providing step-by-step instructions
  • Calmly provide conflict resolution and navigate frustrated customer situations
  • Monitoring and maintaining computer systems and networks;
  • Trouble shooting system and network problems and diagnosing and solving hardware or software faults.
  • Client Site Visits to setup or repair equipment when necessarry.
  • Required and Preferred Skills

  • Education: Bachelors or Associates with Technical Certifications.
  • Experience: 4+ years of IT experience in a MSP or Technical Support Role
  • Proficient with Apple product troubleshooting and end-user support.
  • Bonus: Familiarity with Kaseya MSP Products.
  • Reliable Transportation.
  • Position Details:

    Part-time, Flexible Hours between 9-5, MF

  • Permanent Employee Position
  • 3-month probationary period then qualify for Simple IRA retirement account
  • Qualities

  • Well Organized
  • Self-Starter
  • Strong Verbal and Written Communications skills
  • Equal Opportunity Employer/Veterans/Disabled

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