Desktop Administrator

Black Canyon Consulting•Bethesda, MD

3d•$80,000 - $110,000•Onsite

About The Position

Black Canyon Consulting (BCC) is seeking a Desktop Administrator to support the National Center for Biotechnology Information (NCBI), part of the U.S. National Library of Medicine, National Institutes of Health. This full-time position is on-site in Bethesda, Maryland, and is available to candidates currently residing in the United States. The role provides desktop and technical support for NCBI developers, researchers, and other users across Mac OS X, Windows, Linux, mobile devices, applications, hardware, and network services. The administrator also develops automation tools and performs standard system administration and user-support functions.

Requirements

High school diploma or GED with significant technical training or certifications.
JAMF Casper Suite management for Windows and Apple devices.
At least 1 year of experience troubleshooting Windows/Mac environments using JAMF/Casper.
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or in a similar role.
Experience installing Mac programs and printers, configuring Mac networks and email clients, and performing Mac OS system upgrades and updates.
Experience installing Windows programs and printers and configuring Windows networks and email clients.
Experience with all Office products and familiarity with Adobe products.
Ability to connect to a file server or NAS.
Basic troubleshooting and problem-solving skills.
Good communication and customer-service skills.
Hands-on experience with Windows, Linux, and Mac OS environments.
Good understanding of computer systems, mobile devices, and other technology products.
Ability to diagnose and troubleshoot basic technical issues.
Familiarity with remote desktop applications and help desk software, such as SSH, RDP, RDC, and VNC.
Ability to provide step-by-step technical help, both written and verbal.
Familiarity with the SCCM console, applications, and imaging.

Nice To Haves

Experience with SCCM or IBM BigFix to manage Mac OS X devices.
Experience with basic Unix command-line tools and tasks, including SSH, Rsync, SCP, chown, chmod, and file system navigation.
Proficiency using ARD to install software and Apple OS updates and run UNIX commands.
Enterprise experience or familiarity with AD, AD/Mac integration, NetBoot, Net Install, or DeployStudio.
Knowledge of Puppet or another automated computer configuration management tool.
Experience with MacPorts, Fink, or Homebrew.
Experience with Apple Server or Windows Server.
Experience with Xcode and command-line tools.
Experience with Exchange and enterprise email.

Responsibilities

Develop custom tools in Puppet, AppleScript, and Bash to automate OS X infrastructure support and services.
Install, configure, and maintain Mac OS X and associated applications.
Install, configure, and maintain Windows 10 and associated applications.
Integrate OS X computers with network storage, Linux and Windows servers, and internal and external sites.
Install, configure, and maintain mobile devices using Mobile Device Management software.
Perform standard administration tasks, including packaging, operating system installs, and patch management.
Provide OS X support to NCBI internal developers and researchers.
Address user tickets involving hardware, software, and networking.
Walk customers through installing applications and computer peripherals.
Ask targeted questions to diagnose problems and guide users through step-by-step instructions.
Conduct remote troubleshooting and test alternative solutions until issues are resolved.
Customize desktop applications to meet user needs.
Record technical issues and solutions in logs, and direct unresolved issues to the next level of support.
Follow up with clients to ensure their systems are functional.
Report customer feedback and potential product requests.
Help create technical documentation and manuals.