IT Helpdesk Technician

New York Hall of Science • New York, NY

1d • Onsite

About The Position

Role Overview: The IT Helpdesk Technician is responsible for the health, security, and scalability of NYSCI’s 100% macOS environment. You will serve as the final escalation point for technical issues and lead the architecture of our Apple ecosystem. This role focuses on high-level problem-solving, MDM management, and ensuring that our 100+ full-time employees have a seamless, secure, and productive digital experience, while maintaining the integrity and security of the organization’s data and infrastructure. The IT Helpdesk Technician serves as an important first line of defense by recognizing and escalating common security risks, reinforcing best practices, and supporting a secure technology environment.

Requirements

• Expert macOS Knowledge: 4+ years of experience supporting macOS in a professional, networked environment
• MDM Mastery: Proven experience managing 100+ seats using Addigy or a similar enterprise Apple management platform. Addigy Certified Associate or Expert, or similar MDM certification
• Scripting: Proficiency in scripting is a plus; experience with Swift or Python for Mac administration is a significant plus
• Apple Certification: Apple Certified Support Professional (ACSP) or similar
• Hardware: Deep understanding of Apple architecture and hardware troubleshooting

Nice To Haves

• Associate's or Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• CompTIA A+, Network+, or Security+ certifications are a plus.
• Passion for finding out why something broke, not just fixing it, and excellent problem-solving skills with the ability to troubleshoot complex technical issues.
• Act as a liaison with 3rd party software vendors and consultants.
• Understanding of common cyber threats (phishing, ransomware, social engineering) and best practices for remediation.
• Strong customer service skills, excellent organizational and time-management skills, and the ability to communicate technical information to non-technical users.
• Ability to lead the recovery during a "system down" emergency or a security incident, work independently, and manage multiple tasks simultaneously.
• Experience working in a non-profit or museum environment.

Responsibilities

• Endpoint Management (MDM): Architect and maintain our Mobile Device Management (MDM) solution, Addigy, and ensure security compliance and data protection. Own the full lifecycle of macOS devices, from automated "Zero Touch" provisioning to decommissioning.
• Final Escalation Point: Resolve complex technical issues that Level 1 and 2 support are unable to address, including kernel-level troubleshooting, deep networking issues, and advanced software conflicts.
• Security & Compliance: Implement and enforce macOS security baselines, manage encryption, OS patching cycles, and endpoint detection and response (EDR) solutions to protect organizational data.
• Infrastructure Automation: Develop and maintain scripts to automate repetitive tasks, customize the macOS user environment, and deploy software packages.
• Identity & Access Management (IAM): Manage the integration of macOS devices with identity providers (e.g., Google Workspace).
• Network Administration: Maintain the office network (Wi-Fi, Meraki, etc.) to ensure high-speed, secure connectivity for all Apple devices and internal IoT hardware.
• Documentation: Create comprehensive technical documentation and "runbooks." Communicate technical information to non-technical users clearly and concisely. Maintain an accurate inventory of IT assets.
• Technical Support: Provide technical and hardware support for various software applications, including Microsoft Office, Meraki, Adobe Creative Cloud, Google Workspace, Zoom, Slack, Monday, OneTalk, Raiser’s Edge, and POS system; Perform setup, configuration, and deployment of new workstations and peripherals, as needed.

Benefits

• Health, dental, and vision insurance options
• Flexible spending accounts for healthcare, dependent care, and commuter benefits
• Pension plan and 401k plan
• Free life insurance coverage
• Paid vacation and sick leave
• 13 paid holidays off
• Flexible work schedules
• Employee Assistance Program
• Free onsite parking

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree