Mac Desktop Engineer III

US-MA-Cambridge
2 months ago
Requisition ID
2017-2818

Overview

Draper is an independent, nonprofit research and development company headquartered in Cambridge, MA. The 1,600 employees of Draper tackle important national challenges with a promise of delivering successful and usable solutions. From military defense and space exploration to biomedical engineering, lives often depend on the solutions we provide. Our multidisciplinary teams of engineers and scientists work in a collaborative environment that inspires the cross-fertilization of ideas necessary for true innovation. For more information about Draper, visit www.draper.com.

 

Our work is very important to us, but so is our life outside of work. Draper supports many programs to improve work-life balance including workplace flexibility, employee clubs ranging from photography to yoga, health and finance workshops, off site social events and discounts to local museums and cultural activities. If this specific job opportunity and the chance to work at a nationally renowned R&D innovation company appeals to you, apply now www.draper.com/careers.

 

 

Equal Employment Opportunity

Draper is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer.   We understand the value of diversity and its impact on a high-performance culture.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.   

 

Draper is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@draper.com.

 

 

Responsibilities

Draper’s Client Services team is seeking a Mac Desktop Engineer to provide Tier 3 support and desktop engineering functions to 1500+ users.  The Mac Desktop Engineer works in parallel with other IT peers providing third tier (L3) problem determination, problem/incident recording, problem resolution, and problem escalation for end users on hardware, software, applications, operating systems, networking, telecommunications, and data issues.

 

This individual will work closely with focus user groups to proactively address the evolving desktop needs of the group. They will also provide desktop engineering assistance focusing mainly on Mac based technologies, but including Windows as well. The responsibilities will include designing, developing and managing computer deployment models to meet the security needs of Draper. In this role, this individual will assist project managers in the planning and technical direction of projects to implement product solutions to meet the organization’s requirements.  

  • Oversee all aspects of the Macintosh desktop environment, operational support, and management of the technology and end user computing platform.
  • Manage and administer the JAMF Casper Suite architecture and global infrastructure including distribution points
  • Provide root cause analysis for recurring issues on the Macintosh platform.
  • Analyze, tune, and troubleshoot operating system and deployment configuration to achieve optimum performance levels.
  • Design, develop, test and maintain Apple computer and user system policies
  • Evaluate and QA software applications and installation processes
  • Implementation of a regular system patch cycle and critical security patch process. Perform OS and application level patch management.
  • Compare, evaluate, and implement new technologies, and integrate systems into the computing environment
  • Management of software licenses, software maintenance, annual budgeting, and reporting for all Mac OS software
  • Create clear self-help documents for the end users and document systems infrastructure for support staff. Thoroughly document routine and non-routine issues for other subject matter experts to address the issue expeditiously
  • Participate in direct user support as requested and/or needed at the L3 tier. Some L2 tasks may be assigned during heavy call periods.
  • Participate in maintaining the computer inventory for roll over, upgrades, spares, loaners, reclaims, etc.
  • Provide user training in form of written guides and FAQs
  • Provide training and guidance to L1 and L2 tiers of support in the form of Technical Knowledge Base articles and direct training.
  • Enforce Information Security Policies

Qualifications

  • 5+ years of end-user support in a “hands-on” corporate environment.
  • Must have excellent customer services skills, proven organizational abilities and be able to work in a fast-paced research environment.
  • Strong organizational and prioritization skills, ability to juggle and track many tasks and complete them in a timely manner.
  • Proven project and delivery management skills.
  • Ability to work well as part of a team, sharing research, knowledge and leading practices with team members.
  • Experience with Mac enterprise management tools, specifically JAMF Pro (Casper Suite) and packaging tools such as Packager, Composer or similar
  • Must be fluent in supporting Mac OS X 10.10 – macOS 10.12, MS Windows 7/10, MS Office 2016 for Mac, MS Office 2013 & Lync/Skype for Business.
  • Experience with Adobe Creative Cloud Suite and Adobe licensing models
  • Experience with Remote Computing technologies including VPN, Terminal Server, SSH, VNC and RDP
  • Automation and scripting experience with Bash, Python or AppleScript
  • Experience with ServiceNow, Centify and Citrix a plus.
  • Ability to secure and maintain a government clearance

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