Senior Mac Tech Support Lead

Senior Mac Tech Lead

Responsibilities

• Team leadership, mentoring, task management of a team of Desktop support techs, both Mac and Windows.
• Support for Mac and Windows workstations and laptops, including monitors, tablets, printers, peripherals, and applications.
• Computer and data security, including encryption and anti-virus updates.
• Installation image management, including pre- and post-imaging procedures.
• Workstation diagnostics and repair.
• Configuring, maintaining, and troubleshooting printers and print clients.
• Maintaining inventories of software, hardware, peripherals, and printer toner.
• Configuring and troubleshooting user accounts including remote access.
• Training users in basic computer and applications use.
• Thorough record keeping and documentation as required.
• Patching network connections and digital telephones (from network switch to desktop).
• Other projects, and duties as may be required or assigned.

Required Qualifications

• United States citizenship is required
• Experience as a team lead over a tech support team
• Strong knowledge of Bomgar or equivalent tool for providing remote support is required.
• Must be able to lift 30 pounds
• Per federal guidelines, you may be required to show proof of COVID-19 vaccination or willingness to obtain vaccination.

Desired Qualifications

• Prefers four (4) or more years' experience in the role of an IT Desktop technician supporting a Mac environment.
• Prefers two (2) or more years' experience with MS Office 365 (Word/PowerPoint/Excel).
• Prefers three (3) years or more experience using ServiceNow incidents or equivalent platform.
• Apple Certified Associate certification is preferred.
• Automation of backups from Linux, Windows, Mac scientific machines and/or HPC cluster to NICHD enterprise storage.
• Command-line experience on Linux and/or Mac is desired.
• Familiarity with Conda and/or Brew package managers for Linux and/or Mac is a plus.
• High-performance computing and/or programming experience in R or Python is a plus.

Education

Associates degree or equivalent experience

Clearance

Must be a U.S. Citizen and able to obtain a Public Trust Clearance