Job Description

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!