Executive MAC Technician

Executive MAC Technician

Job Description:

The Technology Department develops and supports a wide range of IT solutions in support of the Agency's mission. Under the management of the Assistant Director, Customer Service and Web Service, the Executive MAC Technician will serve as the primary technology advisor and support specialist for the Authority's Executive Leadership Team, providing high-touch, white-glove support exclusively within the Apple ecosystem. This is a highly visible, client-facing role requiring exceptional technical expertise in macOS, iOS, and Apple enterprise technologies, along with outstanding interpersonal skills to effectively serve C-level executives and their support staff.

The Executive MAC Technician will be responsible for end-to-end management of all Apple technology deployments, troubleshooting, strategic consulting, and maintaining the highest standards of service delivery to ensure executives can maximize productivity with minimal technology disruption.

Responsibilities:

• Serve as the primary point of contact and technology advisor for all Apple/MAC ecosystem matters for Executive Leadership, providing proactive, anticipatory support that exceeds expectations.
• Provide expert troubleshooting and resolution of macOS, iOS, iPadOS hardware and software issues for Executive Leadership at primary offices, remote locations, and during travel, ensuring minimal downtime and maximum productivity.
• Perform installation, configuration, and optimization of MacBook Pro/Air, iMac, Mac mini, Mac Studio, iPhone, iPad, Apple Watch, and all Apple peripherals including monitors, keyboards, mice, trackpads, AirPods, and HomePods.
• Manage and coordinate seamless updates of macOS, iOS, iPadOS, and all Apple applications, ensuring minimal disruption while maintaining security compliance and optimal performance.
• Serve as the strategic liaison between Executive Leadership and the IT Service Desk, system administration, network support, cybersecurity, architecture, and engineering teams, translating executive needs into technical requirements.
• Supervise and mentor backup support technicians, ensuring consistent service quality and knowledge transfer across the executive support team.
• Complete comprehensive daily checklists of proactive support tasks including system health checks, pending update reviews, and anticipatory maintenance to prevent issues before they impact executives.
• Serve as a trusted technology consultant and subject matter expert, providing guidance on Apple ecosystem capabilities, device selection, workflow optimization, accessibility features, and emerging Apple technologies that could enhance executive productivity.
• Provide on-site and remote support for executive presentations, board meetings, and high-stakes events, ensuring flawless technology performance using Apple devices, AirPlay, Apple TV, Keynote, and other presentation tools.
• Design and implement executive technology solutions that seamlessly integrate with the Authority's enterprise infrastructure while leveraging Apple's ecosystem advantages including Continuity, Handoff, Universal Clipboard, AirDrop, and iCloud services.
• Ensure all Apple technology solutions align with the Authority's hardware and software standards, security policies, data governance requirements, and regulatory compliance obligations.
• Maintain detailed documentation and tracking of all executive Apple devices, configurations, third-party applications, and support incidents using ServiceNow ITSM platform.
• Provide support across primary office locations, remote/hybrid work environments, and travel scenarios, maintaining consistent service quality regardless of location or circumstances.
• Manage Apple Business Manager, Device Enrollment Program (DEP), Volume Purchase Program (VPP), and Mobile Device Management (MDM) solutions for executive device fleet.
• Coordinate with Apple Business Support and AppleCare for Enterprise to expedite hardware repairs, replacements, and obtain expert-level technical assistance when needed.

Required Qualifications:

Technical Skills

• Expert-level proficiency in macOS (current and previous 3 versions), including advanced system administration, Terminal/command line operations, system optimization, and troubleshooting.
• Advanced knowledge of iOS and iPadOS, including configuration profiles, restrictions, and enterprise features.
• Deep expertise with Apple hardware architecture, diagnostics, and repair procedures for all Mac computers and iOS devices.
• Extensive experience with Apple enterprise management tools including Apple Business Manager, Device Enrollment Program (DEP), Volume Purchase Program (VPP), and MDM solutions (Jamf Pro, Intune, Workspace ONE, or similar).
• Proficiency with Apple Professional Applications including Final Cut Pro, Logic Pro, Motion, Compressor (preferred but not required).
• Advanced knowledge of iWork suite (Pages, Numbers, Keynote) and iCloud services for business use.
• Expert-level proficiency in Microsoft 365 for Mac including Outlook, Excel, PowerPoint, Word, Teams, and OneDrive integration with macOS.
• Strong knowledge of cross-platform integration between macOS and Windows environments, including Active Directory binding, SMB file sharing, and authentication.
• Experience with enterprise collaboration platforms on Mac including Microsoft Teams, Zoom, WebEx, Slack, and their macOS-specific features and optimizations.
• Proficiency with Apple security features including FileVault encryption, Gatekeeper, System Integrity Protection (SIP), Secure Boot, Touch ID, Face ID, and Keychain management.
• Working knowledge of macOS networking including WiFi troubleshooting, VPN configuration, network diagnostics, AirDrop, and AirPlay.
• Experience with ServiceNow ITSM platform for incident tracking, knowledge management, and executive support workflows.
• Knowledge of business productivity applications on Mac including Adobe Creative Cloud (Acrobat, Photoshop, Illustrator), Microsoft Project, Microsoft Visio (via alternatives or virtualization).
• Familiarity with web browsers on Mac (Safari, Chrome, Edge, Firefox) and their enterprise management capabilities.
• Advanced understanding of residential and office networking for Mac devices, including mesh WiFi systems, routers, switches, and troubleshooting connectivity issues.
  Essential Competencies:
  
  Professional Skills
• Exceptional customer service orientation with proven ability to anticipate needs and exceed expectations of executive-level clients.
• Outstanding interpersonal and communication skills with the ability to explain complex technical concepts in clear, non-technical language appropriate for executive audiences.
• Demonstrated ability to quickly build trust and establish credibility with C-level executives and their administrative staff.
• Highest standards of ethics, integrity, professionalism, and discretion when handling confidential and sensitive information.
• Exceptional written and verbal communication skills for documentation, reporting, and executive-level correspondence.
• Proven ability to remain calm, professional, and solution-focused under pressure, especially during high-visibility incidents or time-sensitive executive needs.
• Advanced analytical, problem-solving, and troubleshooting capabilities with a methodical approach to complex technical issues.
• Extreme discretion in handling sensitive, confidential, and proprietary information with full awareness of executive privacy requirements.
• Action-oriented and results-driven mindset with ability to define innovative solutions and implement them efficiently.
• Ability to work independently with minimal supervision while effectively managing multiple competing priorities and urgent requests.
• Professional maturity to recognize limitations, seek assistance when needed, and leverage resources effectively to consistently achieve successful outcomes.
• Strong time management and organizational skills with ability to balance proactive tasks with reactive support needs.
• Flexibility and adaptability to adjust schedule for executive needs, including occasional early morning, evening, or weekend support for critical situations or events.
• Professional appearance and demeanor appropriate for executive-level interactions and high-visibility environments.
• Commitment to continuous learning and staying current with Apple's latest technologies, updates, and best practices.