Job details

Mac Desktop Support Administrator - job 2 of 2

The Mac Desktop Support Administrator provides advanced desktop computing and application administrative support for the Wellesley College community, with a focus on problem resolution related to operating systems, hardware, and institutional software such as Google Workspace. Develops and maintains custom images for faculty/staff office computers and classrooms/labs. This includes providing leadership in the areas of macOS customization and applying this expertise in various technical projects and solutions for supporting administrative and academic needs. Diagnoses problems quickly and works under pressure to help individuals have a reliable and successful technology experience. Communicates complex technical directions to both colleagues and end users verbally and in written communication or documentation. Coaches users on how to apply desktop computing solutions, increase productivity, and prevent data loss. Works as a member of the Technology Support Services team and participates in the work of the team with regular shifts at the Computing Help Desk. This job requires staff to be on campus. Minimal remote opportunities may be offered.

Primary Position Responsibilities:

Provides support for Mac desktop computer operating systems, institutional software, and hardware/peripherals; works with individuals across the community to provide information or assistance, resolve their problems and satisfy their expectations; knows about available equipment and services; and is committed to providing quality customer service.
Provides just-in-time support, both at the Help Desk and across campus, and responds to departmental technical emergencies in order to minimize data loss, meet deadlines, and support needs of users in a timely manner.
Develops, configures, and maintains customized operating system images and software solutions for use by faculty, staff, and students.
Participates in interdepartmental teams and projects requiring technical expertise, particularly in the areas of OS customization and institutional software.
Participates in application configuration, and administers and maintains applications in areas of expertise as needed.
Develops, tests, and maintains technical and user documentation in areas of expertise as needed.
Continually updates personal knowledge of computing hardware, operating systems, software, and cybersecurity.
Maintains confidentiality and discretion when working with passworded or sensitive materials. Displays high standards of ethical conduct.

Performance Profile:

Users judge computing and technical support to be effective and responsive to their needs. Users have confidence in the services provided as a result of effective diagnosis and resolution of technical problems.
Customized images of College software are maintained, reliable, and meet the instructional and administrative needs of the College.
Institutional software/applications are maintained, reliable, and meet the instructional and administrative needs of the College.
Projects fulfill specifications and are completed according to established schedules. Clear communication with stakeholders is maintained throughout.
Response time and quality measures of support meet departmental goals and user expectations. Quick responses to departmental emergencies minimize loss and ensure mission critical services are maintained.
Users increase their level of technical competence because of support and training provided and become more self-reliant in resolving technical problems.

Education Required:

Bachelor's degree or equivalent experience, in an information technology field preferred.

Experience Required:

1-3 years’ experience in desktop support, with a broad spectrum of computer operating systems, applications and hardware, and proven written and verbal communication skills.

Skills and Abilities Required:

In-depth knowledge of computer software and hardware on macOS. Some Windows OS knowledge and experience is preferred.
Organizes work, sets priorities, and determines strategies to solve technical problems.
Previous work in an environment that required parallel management of more than one project.
Experience configuring customized images on macOS, preferably with tools currently in use (e.g. JAMF Pro). Experience with image building on Windows OS preferably with tools currently in use and that we plan to use (e.g. Windows MDT, Intune, Kace, VDI) is a plus.
Familiarity with Active Directory and network protocols.
Experience supporting security solutions (e.g. Bitlocker, Symantec PGP, ESET Anti-Malware, CrashPlan).
Knowledge of scripting languages such as Batch, VB, and Applescript preferred.
Excellent verbal and written communication skills to identify and resolve technical problems and produce clear instructions and documentation using language appropriate for a variety of audiences.
Evidence of repeatedly learning and applying new technologies.
Ability to be flexible based on the developing needs of the faculty, staff and students.

Other:

Due to the essential front-line support provided by the Mac Desktop Support Administrator, the position has significant impact across the College. The Mac Desktop Support Administrator will be asked to participate in project teams. The Mac Desktop Support Administrator must perform well as a member of a team. They will learn the expertise of other LTS colleagues and call upon them when their skills will enhance the quality of the work being performed. The changing nature of the work requires that the Mac Desktop Support Administrator be self-motivated and capable of learning new skills. Additionally, they should be open to the development, implementation and support of new technologies as the needs of our constituents evolve.
Due to the nature of supporting essential services, on-call and remote support is an expectation.
Wellesley College employees must live in New England.(Massachusetts, Rhode Island, Connecticut, Maine, New Hampshire or Vermont)

Wellesley College offers a wide variety of benefits programs and resources to its employees, including:

Generous paid time off
Following one year of employment, Wellesley College will contribute up to 10.5% towards your 403B plan for eligible employees
Resources to navigate student loan forgiveness
Free use of the athletic/fitness facilities, including onsite fitness classes
Free on-site parking in an enclosed parking garage
All employees hired are strongly encouraged to be up to date with all vaccination and boosters against COVID‐19.

Job Type: Full-time

Pay: $68,000.00 - $72,000.00 per year

Benefits: