The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking an IS&T (Desktop) Support Specialist in Apple Park, CA.

Role Description

The performance is to be kept within KPIs as defined by IS&T Support. This includes but is not limited to standards surrounding:
• Punctuality and attendance; no more than 2 occurrences per month on average
• Customer satisfaction surveys (CSAT) 98% or higher
• Provide technical support to Apple employees and contractors in person
• Provide high level of customer service and professionalism in accordance with Apple policies, practices, and expectations
• Diagnose and troubleshoot technical issues according to Apple expectations
• Document issues, troubleshooting steps, and resolutions in ticketing system
• Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution
• Escalate unresolved complex issues to appropriate support teams
Apple expectations, policies and procedures will be provided by Apple training instructors

Skills & Requirements

• Excellent customer service skills
• Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation
• Excellent English-language oral and written communication skills
• Excellent time management and multi-tasking skills
• Flexibility and adaptability to thrive in a dynamic, highly demanding, constantly changing environment
• Ability to maintain composure and customer-service focus in stressful situations
• Motivation and ability to work as part of a distributed team
• Conceptual understanding of IP networking and basic network troubleshooting skills
• Conceptual understanding of multi-tiered and web-based information systems architecture
• Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV
• Experience troubleshooting macOS and iOS operating systems
• Experience using an IT service management or CRM system for tracking technical support cases
• Experience using a knowledge base system.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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