Enterprise Mac Specialist
Posting Date January 23, 2014
Vacancy # V-842
Department Information Technology/Management Information Systems
Division Information Technology
Reporting to the IT Support Services Manager, the Enterprise Mac Specialist is responsible for providing end-user support in a call center environment. The includes but is not limited to troubleshooting hardware and software components required to support the academic programs, research and administrative needs of the University and to maintain our strategic commitment to infuse technology, wherever appropriate, into the teaching, learning and administrative processes at Montclair State University. In addition, the Enterprise Mac Specialist will lead in the creation, testing, securing and deploying of enterprise-wide Mac images. Working in conjunction with our Systems and Security Group, they will proactively ensure that the operating system is maintained through the distribution of updates and packages. This will include migrating machines that contain sensitive data to an encrypted Mac OS X image.
MAJOR DUTIES AND RESPONSIBILITIES: (continue on next page if necessary)
•Creation and maintenance of enterprise-wide Mac images.
•Work closely with the Coordinator for the Computer Lab Services to create, maintain and distribute an image for the Public Computing Labs.
•Create and maintain manifests in Munki that allow for the distribution of application packages to University owned machines.
•Manage and maintain the server for continuous updating of University and 3rd party software applications.
•Work closely with distributed technology groups to ensure the utilization of Mac OS X images.
•Provide lead support in the diagnostics of Mac related issues.
•Schedule and lead Mac Admin Group Meetings.
•Maintain and document all Apple related accounts (ex. GSX, Apple Developer and etc.).
•Create and deploy a Mac secured image utilizing FileVault.
•In conjunction with the IT Support Services Manager, review and approve Apple system configurations for campus-wide assets.
•Collaborate with the Technology, Training and Integration group to suggest and organize Mac themed training courses.
•Perform “Cradle to Grave” call resolution for all hardware and/or software problems.
•Thoroughly document the pertinent details of all help desk calls to contribute to the overall usefulness of the Magic knowledgebase.
•Assist in other support activities within the Service Desk environment specific to Windows System deployments.
•Assist the Faculty and Staff community on researching and suggesting appropriate Macintosh models for their particular program.
•Diagnose and troubleshoot HP printers, Sharp multi-functional devices as they relate to the Mac operating system.
•Establish and maintain liaisons and cooperative working relationships with University Community members, private agencies and the public, as necessary.
•Supervise and mentor University Help Desk Student Assistants to ensure the highest level of technical and operational support is given to the campus community.
MAJOR DUTIES AND RESPONSIBILITIES: (continued)
•Answer the University Help Desk extension as needed.
•Prepare and submit weekly reports to your supervisor.
•Proactively update project database with the most current information.
•Continuously update help desk knowledge base to ensure the most accurate level of technical information is provided
•Prepare and author documentation about supported software applications, hardware configurations, policies and procedures related to the help desk
•Analyze business needs and new technology to make recommendations for improved practice and service
•Assist IT Support Services Manager in the development of organizational policies and procedures for hardware and software.
•Perform problem solving, technical assistance and support on various software applications and hardware issues
•Demonstrate exceptional customer service and consistency by utilizing the ticket tracking system to create, escalate, prioritize
and resolve incidents in accordance with service level and urgency level agreements
•Establish and maintain vendor contacts for product information and technical support
•Ability to learn to use various types of Audio Visual equipment and increase knowledge of audio-visual terms, policies, hardware,
software and troubleshooting techniques that will further meet the ongoing goals of the unit.
•Attend and participate in departmental and University events and functions
•Continuously improve technical knowledge through training and self-study
•Serve on standing and ad hoc committees, as requested.
•Performs other duties as assigned.
The above statements reflect the general details considered necessary to describe the principal functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the position.
Qualifications & Requirements
•Baccalaureate degree from an accredited institution. Years of experience may be substituted for educational degree attainment at
the discretion of the hiring authority.
•5+ years’ experience in an IT organization, preferably higher education
•3+ years’ experience administrating and supporting Mac OS X environments
•Must be experienced with Mac OS X, versions 10.6 – 10.9
•Must be knowledgeable with current Apple hardware (iMacs, MacPro, Mac Mini, MacBook, MacBook Pro, Apple TV, iPods, etc)
and popular Mac software
•Demonstrated ability to secure the Mac configuration
•Experience using tools like Munki, Reposado, DeployStudio and NetBoot
•Must have experience integrating Mac into a Windows Active Directory environment
•Must have demonstrated ability in the creation of Apple packages
•Experience working with programming languages (bash, python), a plus
•Experience working with iOS and Mobile Device Management
•Must be knowledgeable in securing Mac OS X using FileVault
•Must be experienced troubleshooting current Windows operating systems and applications including, but not limited to, Windows 7, IMAP Email,
Blackboard, Citrix, standard web browser and other educational technology
•Knowledge and experience utilizing a ticket tracking system to track incident details.
•Experience supporting users with rich media enabled classroom technology is desirable
•Ability to work evenings or weekends on a per needed basis
•Demonstrate commitment to high quality customer service
•ACMT Certification, a plus
•Ability to prepare clear and detailed correspondence
•Ability to speak in public
•Ability to represent the university at conferences, seminars or meetings
•Ability to lift 40lbs or more
Salary Range U24
Send cover letter and resume to
(include vacancy # if above)
Organizational Marketing Statement:
Building on a distinguished 105-year history, Montclair State University is proud to be a leading institution of higher education in New Jersey. The university's six colleges and schools serve more than 19,000 undergraduate and graduate students in 300 majors, minors, concentrations and certificate programs. Situated on a beautiful, 250-acre suburban campus just 14 miles from New York City, Montclair State combines the instructional and research resources of a large public university in a dynamic, sophisticated, and diverse academic environment.
Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity. Additional information can be found on the MSU website at www.montclair.edu.