Apple Support Professional

Location: Remote with some onsite in Washington DC depending on support requests

Category: Technology 

Schedule (FT/PT): FT W2, 3-year contract

Potential for Telework: Yes. 75%+

Clearance required to start: None 

Citizenship: US Citizen (non-dual citizenship)  

We at MelkoTech are looking for Mac experts to deliver white-glove service to VVIPs, including prompt resolution of HW, SW, network issues. Support will be delivered to all apple products, with additional support provided to connect and utilize apple products in the business setting and context.Candidate must have the Apple Certified Support Professional (ACSP) certification. 

The services shall include, but not be limited to:

- Prompt response and resolution of IT issues, including hardware, software, and network-related problems.

- Proactive monitoring and maintenance of executive-level IT equipment and systems.

- Support for Mac-based systems, with in-depth knowledge of MacOS, iOS, mobile device support, and technologies.

- Installation, configuration, and troubleshooting of software applications, including Microsoft 365, ServiceNow, and Oracle.

- Assistance with Active Directory services, user account management, and access permissions.

- Collaboration with other NIH IT teams to ensure seamless integration and resolution of complex issues.

- Basic knowledge of BigFix or Jamf.

- On-call support during non-business hours, including weekends and holidays, with immediate response times.

Experience, expertise and educational requirements:

- Experience and Expertise: A minimum of 5 years in the field of Mac deskside support for Federal agency or similar research organization in academia with a scientific-focused mission, and with demonstrated expertise and applied experience with senior-level knowledge and experience in supporting VVIPs and executives.

- IT Certifications: Relevant IT certifications such as Apple Certified Support Professional (ACSP), Microsoft Certified: Modern Desktop Administrator Associate, and ITIL Foundation are highly desirable.

- Technical Knowledge: In-depth knowledge and expertise in ServiceNow, Microsoft 365, Active Directory, and Oracle are essential.

- Education Required: A relevant degree in IT or Computer Science is required, with a preference for advanced degrees.

- Apple-certified - Mandatory