Role: End User Macintosh Administrator
Level: Senior Associate
Description:
This role is responsible for the maintenance, and direct support of end users with software or hardware issues primarily for Macintosh OS environments.
Responsibilities:
- Lead Mac administrator responsible for macOS support
- It is possible that minor support of Windows operating systems in environments with mixed platforms to all end users
- Hands-on experience managing and supporting Intune, Jamf or other MDM solutions.
- Experience with macOS and iOS device lifecycle management, including onboarding, maintenance, and decommissioning of Apple devices.
- Familiarity with device security protocols (e.g., MDM, VPN, Wi-Fi) and security standards for Apple devices
- Create and manage user accounts; configure new user accounts, handle password resets, and troubleshoot login issues
- Experience in implementing and maintaining security policies for Apple devices, including encryption, remote wipe, and device restrictions.
- Excellent troubleshooting skills with the ability to resolve complex technical issues related to device management, security configurations, and software distribution
- Understand and provide user permissions, profiles, and access controls
- Diagnose and resolve technical issues related to hardware, software, and network connectivity
- Provide assistance to end-users, addressing their queries, and resolving technical problems
- Document standard operating procedures (SOPs) and maintain documentation on an ongoing basis
- Create and update troubleshooting documentation and other written guides to ensure consistency
- Perform other duties as assigned
- Strong ITIL process knowledge.
- Strong analytical, troubleshooting and problem-solving skills.
- Strong communication and collaboration skills.
Qualifications:
Bachelors degree in Computer Science or related technology field preferred.
Proficient with Macintosh computers (iMac, Mac Mini, Mac Studio) and iPads.
Relevant software includes Microsoft Office, ServiceNow, etc.
Strong working knowledge of ITIL principles and ITSM.
Current understanding of industry trends and methodologies.
Outstanding verbal and written communication skills.
Excellent attention to detail.
Strong interpersonal skills and leadership qualities.
