IT Helpdesk Technician

Role Overview: The IT Helpdesk Technician is responsible for the health, security, and scalability of NYSCI's 100% macOS environment. You will serve as the final escalation point for technical issues and lead the architecture of our Apple ecosystem. This role focuses on high-level problem-solving, MDM management, and ensuring that our 100+ full-time employees have a seamless, secure, and productive digital experience, while maintaining the integrity and security of the organization's data and infrastructure. The IT Helpdesk Technician serves as an important first line of defense by recognizing and escalating common security risks, reinforcing best practices, and supporting a secure technology environment., * Endpoint Management (MDM): Architect and maintain our Mobile Device Management (MDM) solution, Addigy, and ensure security compliance and data protection. Own the full lifecycle of macOS devices, from automated "Zero Touch" provisioning to decommissioning.

• Final Escalation Point: Resolve complex technical issues that Level 1 and 2 support are unable to address, including kernel-level troubleshooting, deep networking issues, and advanced software conflicts.
• Security & Compliance: Implement and enforce macOS security baselines, manage encryption, OS patching cycles, and endpoint detection and response (EDR) solutions to protect organizational data.
• Infrastructure Automation: Develop and maintain scripts to automate repetitive tasks, customize the macOS user environment, and deploy software packages.
• Identity & Access Management (IAM): Manage the integration of macOS devices with identity providers (e.g., Google Workspace).
• Network Administration: Maintain the office network (Wi-Fi, Meraki, etc.) to ensure high-speed, secure connectivity for all Apple devices and internal IoT hardware.
• Documentation: Create comprehensive technical documentation and "runbooks." Communicate technical information to non-technical users clearly and concisely. Maintain an accurate inventory of IT assets.
• Technical Support: Provide technical and hardware support for various software applications, including Microsoft Office, Meraki, Adobe Creative Cloud, Google Workspace, Zoom, Slack, Monday, OneTalk, Raiser's Edge, and POS system; Perform setup, configuration, and deployment of new workstations and peripherals, as needed., * Expert macOS Knowledge: 4+ years of experience supporting macOS in a professional, networked environment

Do you have experience in Mobile device management?, Do you have a Associate's degree?, * MDM Mastery: Proven experience managing 100+ seats using Addigy or a similar enterprise Apple management platform. Addigy Certified Associate or Expert, or similar MDM certification

• Scripting: Proficiency in scripting is a plus; experience with Swift or Python for Mac administration is a significant plus
• Apple Certification: Apple Certified Support Professional (ACSP) or similar
• Hardware: Deep understanding of Apple architecture and hardware troubleshooting, * Associate's or Bachelor's degree in Computer Science, Information Technology, or related field preferred. CompTIA A+, Network+, or Security+ certifications are a plus.
• Passion for finding out why something broke, not just fixing it, and excellent problem-solving skills with the ability to troubleshoot complex technical issues.
• Act as a liaison with 3rd party software vendors and consultants.
• Understanding of common cyber threats (phishing, ransomware, social engineering) and best practices for remediation.
• Strong customer service skills, excellent organizational and time-management skills, and the ability to communicate technical information to non-technical users.
• Ability to lead the recovery during a "system down" emergency or a security incident, work independently, and manage multiple tasks simultaneously.
• Experience working in a non-profit or museum environment.

PHYSICAL REQUIREMENTS

• Must be able to remain in a stationary position, such as sitting or standing, for extended periods while performing duties at a desk or computer workstation.
• Requires the ability to operate a computer and other standard office equipment, involving repetitive motions such as typing, reaching, and handling objects.
• Ability to move throughout the office or facility to attend meetings, provide support, and access equipment or technology as needed.
• Must be capable of occasional lifting and carrying of items, such as laptops or equipment, weighing up to 20 pounds.
• Requires visual and auditory abilities sufficient to interact with computer screens, read printed materials, and communicate effectively with team members and stakeholders.

Pulled from the full job description

• 401(k)
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance
• Employee assistance program
• Free parking, NYSCI strives to be an inclusive and equitable place to work. We work to foster diverse voices and perspectives, empower staff as problem solvers, and support professional growth for all.

The New York Hall of Science also offers generous benefits and perks for all regular full-time employees. These currently include:

• Health, dental, and vision insurance options

• Flexible spending accounts for healthcare, dependent care, and commuter benefits

• Pension plan and 401k plan

• Free life insurance coverage

• Paid vacation and sick leave

• 13 paid holidays off

• Flexible work schedules

• Employee Assistance Program

• Free onsite parking

Since its founding at the 1964-65 New York World's Fair, the New York Hall of Science (NYSCI) has inspired millions of people - children, teachers, and families - by offering innovative, participatory ways to learn and encouraging people to explore their curiosity and nurture their creativity. Located in Queens, the most ethnically diverse county in the country, NYSCI welcomes 400,000 visitors each year and serves thousands more through outreach in schools, teacher professional development, and participation in a variety of public events and research initiatives. NYSCI is a leader in the science museum field, recognized for its highly regarded exhibitions, programs, and products, all of which are informed by our inclusive, research-derived approach to STEM learning and engagement called Design, Make, Play. The defining characteristics of Design, Make, Play - open-ended exploration, imaginative learning, personal relevance, deep engagement and delight - are the ingredients that invite broad participation in STEM and make engagement and learning irresistible. Through this transformative model for STEM exploration, NYSCI engages diverse communities of learners in STEM by fostering the excitement of self-directed exploration and by tapping into the joy of learning intrinsic in young people's play. NYSCI has approximately 105 full-time and over 130 part-time and casual staff members., The New York Hall of Science is an equal-opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status, or any other protected status in accordance with applicable law. We support a drug-free workplace. If there are preparations, we can make to help ensure you have a comfortable and positive interview experience, please let us know. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.