Duties & Responsibilities

Support internal staff having desktop system and application issues via online ticketing systems
Work in a dynamic environment supporting 700 users in a Windows OS based environment
Help desk phone support and in person support
Imaging new machines, installing and updating software
Assist with the patching process as determined by the patch coordinator
Remediate vulnerabilities flagged by the security team
Prepare old computers for surplus
Provide OS X support to NCBI's internal developers and researchers
Provision and deploy Mac endpoints for users
Assist with deploying applications, updates (patch management), packaging, OS upgrades, hardware upgrades, etc.
Help integrate macOS with network storage (SMB, NFS) and internal/external sites, including troubleshooting
Install, configure and maintain mobile devices via Mobile Device Management software

Required Skills

3+ years experience
High School Diploma/GED with either technical training/certifications, or equivalent experience
Basic troubleshooting and problem-solving abilities
Good communication, documentation, and customer service skills
Experience with basic Unix command Line: file system navigation, ssh, rsync, chown, chmod, etc.
Understanding of Apple technologies: packages, Installer, Device Enrollment Program, Apple Business Manager, Volume Purchase Program, Xcode and command line tool deployment, et. al.
Enterprise experience: familiarity and experience with binding to Active Directory, AD/Mac integration, NoMAD, Microsoft Remote Desktop
Mac Office suite and Exchange/Office 365 email and calendaring
Familiarity with deploying and updating Adobe products
Familiarity with CUPS and printer configuration and deployment