Overview

Black Canyon Consulting (BCC) is a premium provider for life sciences, project and program management. We are searching for 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 opportunity is full-time, and it is on-site in Bethesda, MD.

We are looking for full-time candidates currently residing in the United States. This position is available only for on-site work.

If you are interested in being a part of an organization that operates within the intersection of technology and health, please apply today!

Duties & Responsibilities

Develop custom tools in Puppet, Apple Script, and Bash to automate the OS X infrastructure support and service
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 Servers, Windows Servers as well as internal and external sites
Install, configure and maintain mobile devices via Mobile Device Management software
Perform standard administration tasks (packaging, OS installs, patch management)
Provide OS X support to NCBI's internal developers and researchers
Address user tickets regarding hardware, software and networking
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Customize desktop applications to meet user needs
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals
Address user tickets regarding hardware, software and networking
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Customize desktop applications to meet user needs
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals

Required Skills:

High School Diploma/GED with significant Technical Training/Certifications

JAMF Casper Suite management for Windows and Apple devices

1+ Years' Experience troubleshooting Windows/Mac environment JAMF/Casper

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Mac program installation
Mac printer installation
Mac network configuration
Mac email client configuration
Windows program installation
Windows printer installation
Windows network configuration
Windows email client configuration
Experience with all Office products
Familiarity with Adobe Products
Ability to connect to File Server or NAS
Experience with Mac OS System Upgrades and updates
Basic Troubleshooting and problem solving skills.
Good communication, and customer service
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. SSH, RDP, RDC and VNC)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Familiarity with SCCM console, applications and imaging

Desired Skills

Experience with SCCM, IBM BigFix to manage Mac OSX devices a plus
Experience with Basic Unix Command Line: SSH, Rsync, SCP, chown, chmod, and file system navigation
Proficiency using ARD to: install software, install Apple OS updates, run UNIX commands
Enterprise experience: familiarity and experience with AD, AD/ Mac integration, NetBoot/ Net Install/ Deploy Studio
Knowledge of Puppet or any other automated computer configuration management too
MacPorts, Fink, or HomeBrew
Apple server
Windows Server
Xcode and Command line tools
Exchange and Enterprise email

Benefits and Salary

We attract the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, and tuition reimbursement.

We offer a competitive salary commensurate with experience and location. The targeted range for this position is $80,000 - $110,000.

If you enjoy being a part of a high performing, professional service and technology focused organization, please apply today!

Black Canyon Consulting

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