Macintosh Administrator - Help Desk Support Analyst II at World Resources Institute (WRI)

Job Highlight:

Reporting to the Global Help Desk Manager, Operations, you will primarily focus on enterprise level planning/configuration and support for Apple computers in the organization. Other duties will include tier 1 general office and windows support.

What will you do:

• Ensure a consistent user experience across all macOS devices
• Leverage Jamf or similar MacBook MDM tool - Planning and Implementation of macOS upgrades and rollout
• Maintain client hardware standards, including client configuration, and test new technology to improve our computing environment
• Work as the escalation point between different support teams for issues related to macOS Manage and administer client system infrastructure for macOS endpoints
• Develop configuration policies, test and document findings, update and effectively communicate procedures
• Keep up with the Apple and Jamf communities and use the information to improve the Apple/Mac device management across the enterprise
• Escalate priority support issues to senior staff and/ or corporate technology groups
• Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently
• Maintain a positive working relationship with business lines and other departments
• Prioritize and schedule work as necessary to maintain department service level agreements
• Maintain and monitor department mailbox
• Update and maintain cases in a timely fashion
• Basic networking skills and troubleshooting

What will you need:

• Education: You have completed a bachelor’s degree in IT, Computer Science, engineering or relevant field Experience
• Experience: You have 3+ years of relevant, full-time work experience, including in the Mac OS application support experience
• Experience supporting users in a remote/help desk environment
• Experience with endpoint/workstation experience – Mac OS required
• Experience with support MS o365 suite desktop/web apps
• Experience handling client interaction and customer support
• Languages: You are proficient in spoken and written English. Additional language skills are desirable 
• Requirements: Existing work authorization is required where this position is based. WRI is unable to authorize visa work authorization.