Job Description

GENERAL STATEMENT OF RESPONSIBILITY: Responsible for the day-to-day operational support, administration, and lifecycle management of end-user computing environments, including Windows desktops, laptops, virtual desktops, and Apple mobile devices. This role serves as a primary technical interface for both internal users and external customers, with specific ownership of Apple iPad device management used in customer-facing and field-support scenarios.

ESSENTIAL FUNCTIONS:

• Own lifecycle management of Apple iPads used for external customer support, including provisioning, configuration, deployment, maintenance, and retirement.
• Administer Apple device management platforms (e.g., MDM solutions) to enforce security policies, application deployment, and configuration profiles.
• Coordinate with internal teams and external stakeholders to support customer-facing Apple devices in production environments.
• Troubleshoot iPad hardware, OS, application, and connectivity issues impacting customer operations.
• Maintain asset tracking, warranty status, and replacement processes for Apple devices.
• Ensure Apple devices meet security, compliance, and data protection requirements.
• Develop and maintain standard operating procedures (SOPs) for Apple device support and external customer usage.
• Act as a technical liaison for internal departments and external customers regarding end-user device issues.
• Perform real-time problem analysis and resolution while maintaining SLAs.
• Serve as an escalation point for Desktop Services Administrator I.
• Analyze, troubleshoot, and resolve complex desktop-related issues across physical and virtual environments.
• Administer and maintain Windows desktop and laptop environments.
• Create, maintain, and deploy system images for PCs, laptops, and virtual desktop infrastructure (VDI).
• Maintain package deployments and patching for both physical and virtual desktop environments.
• Track hardware inventory, warranties, maintenance agreements, and software license compliance.
• Research, recommend, and design end-user computing solutions aligned with operational and security requirements.
• Analyze new requests to confirm necessity, appropriate solutions, and viable alternatives.
• Assist users and customers in adopting new technology through documentation, training, and direct support.
• Maintain tiered test environments prior to production rollouts.
• Ensure expenses incurred remain within approved budgets.
• Maintain accurate inventory and accountability for equipment, replacement parts, and repairs.
• Write and maintain technical documentation, procedures, and training materials.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
• Keep work area neat and clean.

Other duties as assigned.

JOB QUALIFICATIONS:

EDUCATION:Bachelors Degree in computer science or related field or equivalent experience

EXPERIENCE:

• 4 years of experience in Desktop Administration or Information Services Support.
• Hands-on experience managing Windows desktop environments.
• Experience supporting or administering Apple devices, specifically iPads, in an enterprise or customer-facing environment.

SKILLS & ABILITIES:

·Strong analytical and problem-solving skills.

·Ability to support customer-facing technology with professionalism and urgency.

·Strong organizational skills and attention to detail.

·Excellent verbal, written, and interpersonal communication skills.

·Ability to work independently and prioritize tasks in a fast-paced environment.

·Sound judgment and decision-making under pressure.

·Ability to maintain understanding of current end-user and mobile device technologies.

·Ability to be at work and on time

·Ability and judgment to interact and communicate appropriately with other employees, clients and management

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.

The following physical attributes are required for this positio

• Sitting for extended lengths of time

• Close vision requirements due to computer work

• Repetitive use of hands, fingers, wrists, and elbows for operating a computer and telephone

• Reaching, including above the shoulder

• Twisting

• Bending or stooping

• Squatting or crouching

• Kneeling

• Climbing

• Lifting up to 50 pounds

EQUIPMENT: PC and communications equipment.

OTHER:Flexible work schedule; work outside of normal business hours, including weekends, may be required; this is an on-call position requiring use of wireless phone for after-hours contact. Occasional travel is required.

The employer shall, in its discretion, modify or adjust this position to meet the company’s changing needs.

An Equal Opportunity Employer

Pay Range: $22.00 - $36.00

Benefits for Full Time Employees:

• Medical, Dental, Vision
• Life/AD&D
• Supplemental Life/AD&D
• Section 125 FSA Plan
• 401(k)
• Short and Long-Term Disability
• Paid Time Off
• Holidays
• Tuition Reimbursement