TITLE: Endpoint Hardware Specialist - Apple DATE: April 2023

DEPT: Territorial Information Technology STATUS: Non-Exempt

THE SALVATION ARMY MISSION:

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

MAJOR FUNCTION:

Assists in the development, implementation, and maintenance of enterprise Apple (Mac and iOS) management infrastructure, including integration in an Active Directory environment; provides training and assistance on Mac technology.

ESSENTIAL FUNCTIONS:

Apple Implementation (50%)

• Assist in the development of endpoint equipment standards related to Apple hardware.
• Evaluate and test Apple hardware for reliability, compatibility, and effectiveness to identify and minimize potential issues.
• Develop, evaluate, implement, and maintain standardized MacOS and iOS deployment procedures.
• Develop, evaluate, implement, and maintain custom configuration profiles and application packages for Mac and iOS devices.
• Implement and maintain mobile device management (MDM) for efficient deployment of MacOS and iOS configuration profiles and applications.
• Implement and maintain AD/Azure and multifactor authentication for access to Apple devices, when appropriate.
• Implement and maintain centralized management of FileVault disk encryption and backup recovery information.
• Test and deploy all critical and security-related operating system and software updates as needed and/or on a regularly scheduled basis.
• Work with other IT teams to integrate Apple products seamlessly into the Army environment.
• Maintain working knowledge of Apple products, particularly in the Mac line, and upcoming product releases.
• Work with IT Purchasing to ensure the appropriate products and pricing are available via Purchase IT.

Apple Support (40%)

• Act as a point of escalation to the Support Team for Apple systems in the field.
• Determine whether problem is caused by hardware or software and diagnose system hardware, software, and operator problems.
• Recommend or perform remedial actions to correct problems based on knowledge of system operation.
• Troubleshoot problems with Outlook integration and other Microsoft Office integrations for Macs.
• Train IT Support Staff to provide routine support and maintenance of Apple products.
• Advocate for Mac users that are experiencing difficulties with IT systems.
• Acts as additional point of escalation for MacOS and iOS applications in the end user environment.
• Automate processes whenever possible.
• Create custom hardware and software reports for IT leadership and the field.
• Develop and maintain good working relationships with other departments directly impacted by Apple systems and services supported.

Builds & Maintains Business Relationships (10%)

• Develop and maintain vendor relationships related to support of Apple hardware and software.
• Under direction, work with IT purchasing vendors to ensure proper coordination of effort with IT Purchasing staff.

KNOWLEDGE, SKILLS, AND ABILITIES

• Two years of experience supporting Apple technologies, including but not limited to Mac OS Server, Mac OS desktop and laptop, Apple iOS for mobile devices.
• Two years of experience with corporate Mac management and imaging solutions for Mac, such as Addigy, JAMF Casper Suite, DeployStudio, or equivalent.
• Two years of experience packaging Mac applications.
• Two years of experience with enterprise endpoint protection deployment, administration, and maintenance
• Language skills: Must be able to read, write, speak, and understand fluently, including procedural and technical issues, in English.
• Mathematical skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Good telephone communications skills - must possess tact in dealing with difficult or inexperienced users.
• General understanding and experience with Microsoft Windows OS and Microsoft Office applications.
• Extensive knowledge of desktop hardware and software.
• Ability to understand and learn new technologies.

EXPERIENCE & EDUCATION:

• AA degree in either Information Technology or Computer Science or some combination of at least 4 trade certifications (A+, N+, CCNA, MCP, and etc.).
• Five years of experience in Information Technology desktop support is required.
• Certified Macintosh Technician.
• Advanced knowledge of AppleScript.
• Advanced knowledge of operating system customization.
• Advanced knowledge of distributed computing environments.
• Advanced troubleshooting/diagnostic of Macs in LAN/WAN environments.

PHYSICAL REQUIREMENTS:

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

• Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis. § Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead.
• Ability to operate telephone.
• Ability to operate a desktop or laptop computer.
• Ability to lift up to 25 lbs. (usually file boxes).
• Ability to access and produce information from a computer.
• Ability to understand written information.
• Ability to travel within the Territory.

REPORTS TO: Infrastructure Systems Manager