About Us DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools - including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. With over 3,200 employees dedicated to the idea that Your Mission is Our Passion, DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions. Responsibilities
- Package management in Jamf
- Routine OS and software patching of Mac endpoints via Jamf
- Ability to develop and write Standard Operating Procedures for Mac related content (Software use, troubleshooting steps, imaging, user setup, PIV certificate renewal, etc.)
- Train technicians on how to image and upgrade Mac workstations
- Facilitate VIP Mac computer upgrades and replacement
- Ability to take initiative when new unexpected issues arise
- Advanced troubleshooting skills when solving IT related issues (Networking, security, Mac, Windows, Linux)
- Keep up to date with Apple technology changes
- Ability to work in a team on potentially unfamiliar infrastructure related projects
- Interact with lab staff to better understand their needs and challenges using Macs in a scientific environment
- Translating requests from scientific staff to federal IT team
- Serves as Tier 3 support for complex incidents and requests escalated from the service desk
- Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate to vendor (if appropriate) according to service level guidance
- Records all activities within the NIH central ticket tracking system and documents cases thoroughly and accurately in real-time, per service standards
- Documents problem resolutions as knowledge records in the IT Knowledge Base
- Follows quality control workflow to ensure proper documentation and quality of case handling
- Must coordinate communications channels during major incidents, and record problem investigations in the incident tracking system in a timely fashion
- Supports image and patch development, testing, and deployment by following established procedures to reduce potential end-user disruptions resulting from patching and upgrade cycles
Qualifications
- Bachelor's degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree with at least three (3) years of relevant work experience.
- Requires technical computer and customer service skills
- General experience includes increasing responsibilities in information technology service management
- Demonstrated knowledge and understanding of current Apple Macintosh operating systems
- Hands-on experience leveraging Jamf to support enterprise Mac fleets
- Security baseline implementation and management for Mac computers (NIST SP 800-219r1)
- Communication management for patching and end user troubleshooting
- Developing customized scripting solutions in bash/zshell or for NIX based systems
- Package management for NIX based endpoints
- Translate technical information to non-technical staff
- Familiarity with evaluating and submitting change management requests
- Providing strategy and guidance regarding changes to the Mac environment
- Troubleshooting unique IT issues that may be localized or widespread
- Working with vendors to evaluate and deploy software/hardware
- Navigating macOS v12-v15 as well as Terminal, Console, and Disk Utility
- Comprehensive familiarity with Mac imaging and macOS recovery on both Intel and Apple-Silicon based Macs
- Strong verbal and written communications skills, with the ability to collaborate and consult with diverse stakeholder groups
- Must meet all requirements for obtaining and maintaining a Public Trust Clearance
Desired Experience/Qualifications
- Excellent ServiceNow skills
- Previous experience providing helpdesk support within NIH
- Possesses one or more of the following certifications: - Foundation Certificate in IT Service Management (ITIL) v3 or higher - Apple Certified Associate - Mac Integration Basics (current or current -1 version) - Apple Certified Support Professional (current or current -1 version) - CompTIA A+ Certified Professional - CompTIA Network+ Certified Professional - CompTIA Security+ Certified Professional - Jamf 300/400 Certification
- Experience with server management, Azure, or AWS
- Experience upgrading or implementing a Jamf environment on premises or within the cloud
- Exposure supporting users in a scientific or lab-based environment
- Familiarity with scientific software packages (PRISM, ImageJ, RStudio, EndNote, etc.)
- Experience with SUPERMAN Mac patching tool via Jamf
Benefits DLH Corp offers our employees an excellent benefits package including - Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long-term disability, flexible spending accounts, parental leave, legal services and more. We want our employees to save for their future, therefore we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-Learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions. EEO Women, minorities, individuals with disabilities and Veterans are encouraged to apply. DLH Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. DLH will provide a reasonable accommodation to individuals with disabilities and disabled Veterans who need assistance to apply.