First Year in Your IT Career Journey

New IT professionals will participate in hands-on 1:1 training with experienced specialists diagnosing, preparing, and servicing the entire spectrum of the Apple ecosystem. Through interactive discussions and hands-on exercises, you’ll learn the Gophermods style for customer interactions, safety precautions, and basic troubleshooting skills.

Knowledge and skills are tested and reinforced by working through real-world scenarios, devices, and role-playing.

At the end of the year, you’ll take and pass your Apple Certified iOS Technician (ACiT) exam, receiving a $2,500 bonus upon completion.

What you’ll learn:

• Use Gophermods documentation, tools, and appropriate service strategies to safely repair all models of iPhone 7, 7 Plus, 8, 8 Plus, iPhone X, XS, XR, 11, 12, 13, 14 and 15.
• Provide customer engagement skills such as empathy, setting expectations, positioning a refusal of service, and conflict resolution.
• Demonstrate how to properly and safely handle batteries and notebook computer case assemblies with a built-in battery, and how to respond to battery-related incidents.
• Explain why documentation is important to the service workflow. Learn how to write case notes that are clear, concise, and complete. Understand the negative impact of poorly written case notes.
• Describe the importance of accurate troubleshooting to help the business and customers.
• Demonstrate basic troubleshooting and deductive reasoning skills, including the use of smart questioning techniques, first-level evaluation, and isolation skills.
• List the tools and resources that are available to help troubleshoot.

What you can do after the first year:

• Service all iOS devices (iPhone, iPad, and iPod)
• Precursory understanding of the various tools and supplies to safely service Windows and Mac computer models. Determine how to identify and service physical damages.
• Understand how case notes— both good and poor—affect IT service metrics. Learn how to write concise, easily understood notes that can be effectively used as part of a repair and its history.
• Use professional vocabulary, phrases, and positioning statements when working with customers.

Benefits:

• Four weeks of R&R each year
• HealthCare
• Holidays with friends and family
• Up to 12% annual raises
• 401k Program with 4% Salary Match

Daily Skills Utilized:

• Diagnose, troubleshoot and repair devices
• Explain complex technical issues to customers in a non-technical, simple to understand the manner
• Willingness to grow within the company
• Greet customers in a friendly manner and maintain a positive work environment
• Answer customer emails and phone calls in a professional manner
• Accountable for the appearance and cleanliness of the store
• Available for quarterly team meetings
• Upserve customers accessories, devices, and protection plans
• Meet weekly and quarterly objectives