What are the responsibilities and job description for the MAC Technician position at Tantus Technologies?
Overview
Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Mac Technician to join our Service Desk Team. Our Service Desk Technicians provide expert, quick, collaborative, and professional Tier 2/3 technical support to scientists and administrative staff in an active environmental health research setting. In this role, you will serve as the customer’s primary point of contact and escalation point for incidents and service requests. Successful applicants can demonstrate their capacity to establish productive working relationships and effective communication with end users and teammates and to contribute ideas in support of quality and continual improvement goals.
*Hybrid role – 2 days/week on site in Durham, NC. *
*Must be a US Citizen and able to obtain a Public Trust. *
What You'll Do
- Troubleshoot/resolve/escalate incidents and service requests related to Apple Technology: Mac computing hardware, macOS, iPhones, and iPads.
- In addition to the above, you will provide technical support to clients regarding, but not limited to: On-site network access, remote access via VPN and Citrix, printer installations, network drive configuration, instrument-attached devices, VOIP phones, and conference room equipment.
- Configure mobile devices using the MobileIron MDM management software
- Configure Mac computers using Jamf Pro Device Management
- Assist with macOS upgrades, Mac hardware refresh efforts and new-hire hardware deployments.
- Software installations: Install and configure standard and scientific based applications.
- Active Directory administration: Assist clients with account issues such as password changes, account lockouts, group memberships, and other account related issues.
- Inventory management
- Utilize the ServiceNow ticketing system to log all incident/ticket related notes, create new tickets and manage your daily workload while meeting client set SLAs.
- Documenting and following Standard Operating Procedures (SOPs).
- Commitment to and compliance with the organization's policies, procedures and security protocols.
Required Knowledge and Skills
- 2 years of experience configuring, troubleshooting and providing support for Apple hardware and software including: Apple computers, iPhones, iPads, and macOS.
- Experience with Jamf Pro device management and other MDM platforms.
- Proficient in supporting use of Adobe Creative Cloud applications including Acrobat, Photoshop and Illustrator.
- Proficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, Excel, Powerpoint and Teams
- Proficient in supporting remote access tools - Cisco Anyconnect and Citrix
- Working knowledge of Active Directory, GPOs, local machine policies, and network accounts.
- Working knowledge of McAfee/Trellix/ePO and FileVault.JT
Abilities
- Ability to work effectively with little supervision in cross-functional teams
Nice to Haves
- Tier 2 experience
Salary : $3,000