MAC ENGINEER

MAC Engineer Remote - On-site location: Bethesda, MD - possibly 1 -4 days / month US Citizen or Green Card HolderPublic Trust Clearance (be able to pass background check) ResponsibilitiesPackage management in JAMFRoutine OS and software patching of Mac endpoints via JAMFAbility to develop and write Standard Operating Procedures for Mac related content (Software use, troubleshooting steps, imaging, user setup, PIV certificate renewal, etc.)Train technicians on how to image and upgrade Mac workstationsFacilitate Mac computer upgrades and replacementUse MobileIron to manage Apple mobile devicesAbility and willingness to take initiative when new unexpected issues ariseAdvanced troubleshooting skills when solving IT related issues (Networking, security, Mac, Windows, Linux)Keep up to date with Apple technology changesAbility to work in a team on potentially unfamiliar infrastructure related projectsTranslating requests from customers to IT teamServes as Tier 3 support for complex incidents and requests escalated from the service deskFollows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate to vendor (if appropriate) according to service level guidance Records all activities within the NIH central ticket tracking system and documents cases thoroughly and accurately in real-time, per service standardsDocuments problem resolutions as knowledge records in the IT Knowledge BaseFollows quality control workflow to ensure proper documentation and quality of case handlingMust coordinate communications channels during major incidents, and record problem investigations in the incident tracking system in a timely fashionSupports image and patch development, testing, and deployment by following established procedures to reduce potential end-user disruptions resulting from patching and upgrade cyclesQualificationsBachelor's degree or an Associate degree with at least three (3) years of relevant work experience in Mac-related IT customer support.Requires technical computer and customer service skillsGeneral experience includes increasing responsibilities in information technology service managementDemonstrated knowledge and understanding of current Apple Macintosh operating systemsHands-on experience leveraging JAMF to support enterprise Mac fleetsSecurity baseline implementation and management for Mac computers (NIST SP 800-219r1)Communication management for patching and end user troubleshootingDeveloping customized scripting solutions in bash/zshell or for NIX based systemsPackage management for NIX based endpointsFamiliarity and ease troubleshooting Apple iOS devicesTranslate technical information to non-technical staffFamiliarity with evaluating and submitting change management requests Providing strategy and guidance regarding changes to the Mac environmentTroubleshooting unique IT issues that may be localized or widespreadWorking with vendors to evaluate and deploy software/hardwareNavigating macOS v12-v15 as well as Terminal, Console, and Disk UtilityComprehensive familiarity with Mac imaging and macOS recovery on both Intel and Apple-Silicon based MacsStrong verbal and written communications skills, with the ability to collaborate and consult with diverse stakeholder groupsJAMF 100 Certification Must meet all requirements for obtaining and maintaining a Public Trust ClearanceDesired QualificationsExcellent ServiceNow skillsPrevious experience providing helpdesk support within NIHPossesses one or more of the following certifications:Foundation Certificate in IT Service Management (ITIL) v3 or higherApple Certified Associate - Mac Integration Basics (current or current -1 version)Apple Certified Support Professional (current or current -1 version) CompTIA A+ Certified ProfessionalCompTIA Network+ Certified ProfessionalCompTIA Security+ Certified Professional JAMF 200/300 CertificationExperience with server management, Azure, or AWSExperience upgrading or implementing a JAMF environment on premises or within the cloudExposure supporting users in a graphics-design, video, scientific or lab-based environmentExperience administrating Apple mobile devicesFamiliarity with scientific software packages (PRISM, ImageJ, RStudio, EndNote, etc.)Skilled at creating and editing Microsoft Word, Excel, and PowerPoint documentsExperience with SUPERMAN Mac patching tool via JAMF

Created: 2025-02-02