Tantus Technologies
Mac Tier-2 Technician
Tantus Technologies, Durham, North Carolina, United States, 27703
Overview
In anticipation of a contract award, Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Mac Tier 2 Technician to support a program in North Carolina.
* This position is associated with a Federal Contract and requires U.S. Citizenship to be considered. *
* This is a hybrid role in Durham, North Carolina. *
What You'll Do
Our Service Desk Technicians provide expert, quick, collaborative, and professional Tier 2 technical support to scientists and administrative staff in an active environmental health research setting.In this role, you will serve as the customer's primary point of contact and escalation point for incidents and service requests.You will install, configure, troubleshoot and resolve or escalate incidents and service requests related to hardware and software, websites and network access, remote access via VPN and Citrix, hardware/software roll-outs and refresh efforts, printers, instrument-attached devices, mobile devices, VOIP phones, conference room equipment, and security compliance.Service Desk Technicians follow relevant standard operating procedures (SOPs) and work within agreed service levels.Successful applicants can demonstrate their capacity to establish productive working relationships and effective communication with end users and teammates and to contribute ideas in support of quality and continual improvement goals.Required Knowledge and Skills
5 years of experience required including Tier 2 level support for Apple Mac systems including Mac OS10.13, 10.14 and 10.15Experience with Jamf Pro device management requiredExperience with security software and other Apple based systems engineering toolsAbility to work in a fast-paced, team environment supporting 1600+ end-usersStrong interpersonal and customer service skillsProficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, and TeamsExperience supporting customer remote access via VPN and CitrixWorking knowledge of Active Directory, GPOs, and local machine policiesWorking knowledge of McAfee/ePO and FileVault 2Experience supporting user account information including rights, security, and systems groupsExperience supporting mobile devices such as iPhones and iPadsExperience in a Service Level Agreement (SLA)-driven environmentCommitment to and compliance with the organization's policies and proceduresExperience documenting processing as Standard Operating Procedures (SOPs) and in a Knowledgebase format #JTAbilities
Strong interpersonal and customer service skillsStrong analytical and problem-solving skills and ability to troubleshoot problems quicklyEnergy and passion to create new solutions and drive positive changeAbility to work effectively with little supervision in cross-functional teamsNice to Haves
Preferred relevant certifications including one of these types of certifications required: Jamf 100, Apple CSP, Apple PP, Apple iOS; Apple Pro, A+ or Network +, ITIL FoundationsExperience providing support to a large (>300) community of Mac usersPrevious experience working in a scientific research environmentExperience supporting both Windows and Mac platforms is a plus.College-level course work in computer science-related area is a plusSalary Range
Salary range is $60,000-65,000/year. The salary range for this position reflects a variety of factors that influence compensation decisions, including skills, experience, training, certifications, and organizational needs.
In anticipation of a contract award, Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Mac Tier 2 Technician to support a program in North Carolina.
* This position is associated with a Federal Contract and requires U.S. Citizenship to be considered. *
* This is a hybrid role in Durham, North Carolina. *
What You'll Do
Our Service Desk Technicians provide expert, quick, collaborative, and professional Tier 2 technical support to scientists and administrative staff in an active environmental health research setting.In this role, you will serve as the customer's primary point of contact and escalation point for incidents and service requests.You will install, configure, troubleshoot and resolve or escalate incidents and service requests related to hardware and software, websites and network access, remote access via VPN and Citrix, hardware/software roll-outs and refresh efforts, printers, instrument-attached devices, mobile devices, VOIP phones, conference room equipment, and security compliance.Service Desk Technicians follow relevant standard operating procedures (SOPs) and work within agreed service levels.Successful applicants can demonstrate their capacity to establish productive working relationships and effective communication with end users and teammates and to contribute ideas in support of quality and continual improvement goals.Required Knowledge and Skills
5 years of experience required including Tier 2 level support for Apple Mac systems including Mac OS10.13, 10.14 and 10.15Experience with Jamf Pro device management requiredExperience with security software and other Apple based systems engineering toolsAbility to work in a fast-paced, team environment supporting 1600+ end-usersStrong interpersonal and customer service skillsProficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, and TeamsExperience supporting customer remote access via VPN and CitrixWorking knowledge of Active Directory, GPOs, and local machine policiesWorking knowledge of McAfee/ePO and FileVault 2Experience supporting user account information including rights, security, and systems groupsExperience supporting mobile devices such as iPhones and iPadsExperience in a Service Level Agreement (SLA)-driven environmentCommitment to and compliance with the organization's policies and proceduresExperience documenting processing as Standard Operating Procedures (SOPs) and in a Knowledgebase format #JTAbilities
Strong interpersonal and customer service skillsStrong analytical and problem-solving skills and ability to troubleshoot problems quicklyEnergy and passion to create new solutions and drive positive changeAbility to work effectively with little supervision in cross-functional teamsNice to Haves
Preferred relevant certifications including one of these types of certifications required: Jamf 100, Apple CSP, Apple PP, Apple iOS; Apple Pro, A+ or Network +, ITIL FoundationsExperience providing support to a large (>300) community of Mac usersPrevious experience working in a scientific research environmentExperience supporting both Windows and Mac platforms is a plus.College-level course work in computer science-related area is a plusSalary Range
Salary range is $60,000-65,000/year. The salary range for this position reflects a variety of factors that influence compensation decisions, including skills, experience, training, certifications, and organizational needs.