Desktop Support Specialist

Austin, Texas, United States Corporate Functions

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.

The Desktop Support team ensures that our Apple Global Retail Support (GRS) teams have the seamless technology experience they require to provide exceptional customer support. It involves being at the forefront of resolving technical challenges, managing hardware life cycles, and driving continuous improvement. This local-based technician will join a global team responsible for providing timely support to our corporate teams across Apple GRS.

As the go-to expert ensuring our GRS teams have the tools they need to provide exceptional service, this position directly impacts the efficiency and effectiveness of our customer support operations..

• Engaging with employees at various levels within the Apple Store Online, Retail Engagement Marketing, and Retail Operations organizations to address their hardware and software requirements, ensuring minimal disruption to their workflows.
• Maintaining comprehensive hardware databases to monitor inventory levels and optimize resource allocation.
• Conducting proactive troubleshooting and maintenance activities to prevent potential issues.
• Shipping equipment and processing returned equipment for re-deployment purposes, maximizing the value of our hardware assets.
• Identify opportunities for process improvement and automation within the Desktop Support function, contributing to enhanced efficiency and user satisfaction.

• 2+ years of experience providing hardware and software technical support, with a focus on macOS environments. Expert-level troubleshooting skills with a proven ability to diagnose and resolve complex technical issues within established SLAs, ensuring timely resolution and customer satisfaction.
• Experience contributing to or authoring technical process documentation.
• Proficient in utilizing macOS native applications and productivity suites (e.g., Mail, Contact, Calendar, Slack, Webex, Pages, Numbers, Keynote).
• Proven ability to communicate technical information clearly and effectively to all levels of the organization.
• Outstanding time management and organizational skills with the ability to prioritize hardware and software support requests based on severity and impact, ensuring optimal service levels.
• Demonstrated ability to collaborate effectively with other IT teams (e.g., networking, security) to resolve complex issues.
• Ability to lift and transport up to 50 pounds occasionally and up to 35 pounds regularly, including pushing/pulling loaded carts and pallets.

• Experience shipping equipment to users in the field and processing returned equipment for re-deployment.
• Experience repairing and maintaining both desktop and portable Macs and associated accessories, including implementing inventory databases to track deployment and manage usage effectively.
• Subject matter expertise in Mac and macOS, with experience providing training and documentation to peers.
• Experience monitoring corporate ticketing systems to identify emerging technical issues and collaborating with partner teams for follow-up or business alerts.
• Experience identifying opportunities for process improvement and automation…