Position Objective: Provide services as a White Glove Executive Vip Support (Mac Specialist) in support of the overall functions of the Center for Information Technology (CIT) within the National Institutes of Health (NIH). The Center for Information Technology at the NIH is seeking two Mac experts to deliver white glove IT deskside support services to the NIH VVIPs: Prompt response and resolution of IT issues, including hardware, software, and network; Proactive support of IT equipment and systems; Support for Mac-based systems, with in-depth knowledge of MacOS, iOS, mobile device support, and technologies; Installation, configuration, and troubleshooting of software applications; Assistance with AD, account management, and access; Collaboration with other NIH IT teams to ensure seamless integration and resolution of complex issues; On-call support during non-business hours, including weekends and holidays, with immediate response times.

Duties and Responsibilities:

• Provide project management guidance and assistance to specific projects and activities.
• Identify unmet needs, introduce new technologies, and gather feedback from the user community to increase the reliability of the tracking and data collection.
• Provide integrated domain expertise across complex computational environments.
• Provide software recommendations and solutions across diverse scientific applications, including freeware relevant to analyses of scientific discovery.
• Determine needs and provide IT support for computerized systems supporting activities. 4
• Maintain accurate and complete problem tracking and resolution databases.
• Write policies, procedures, and standards; provide training on hardware and software; coordinate and/or set up customer systems. 5
• Prepare reports and offer solutions supporting ongoing needs assessment and strategic planning related to computer systems management and engineering.
• Educate users in the use of the tools and reports.
• Provide computing support including troubleshooting, answering technical inquiries from users, and procuring new systems. 3
• Maintain computational infrastructure, including upgrading and configuration of hardware and software systems. 1
• Mitigate security vulnerabilities; remediate vulnerabilities and ensure that all the Operating Systems are hardened and up to date; administer firewalls, web servers, file servers and database servers. 2
• Test the operation and evaluate the performance of individual hardware components to ensure that they meet specifications.
• Maintain system software, hardware configuration, and security, as well as upgrade of the software as necessary to maintain security.
• Maintain computational infrastructure, including upgrading and configuration of hardware and software systems.
• Create system documentation, electronic templates and examples, training materials and presentations.
• Maintain back up and archiving systems to avoid loss of research data.

Basic Qualifications:

• Bachelor’s degree in computer administration management and security.
• Apple Certified Support Professional (ACSP).
• ITIL v3 certified.
• Experienced providing executive customer support.
• Must have advanced Apple support skills.
• Skilled in JAMF, Oracle, Microsoft 365, ServiceNOW, and Mobile Iron.

Minimum Qualifications:

• Ability to multi-task and pay close attention to detail.
• Excellent analytical, organizational and time management skills.
• Strong communication skills, both oral and written.

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job us at recruiting@gapsi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

GAP Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

This position is contingent upon contract award.