DMR Technician - Apple/iOS Systems

About the role

Founded in 1854, Hamline was the first university in Minnesota and among the first coeducational institutions in the nation. Hamline University provides a world-class education for undergraduate and graduate students. Our faculty, staff, and students cultivate an ethic of civic responsibility, social justice, and inclusive leadership and service. Hamline University is an Equal Opportunity employer. Hamline University does not discriminate on the basis of race; color; religion; creed; sex; national origin; marital status; familial status; status with regard to public assistance; membership or activity in a local human rights commission; disability; age; protected veteran status; or any other status protected by applicable law in its education or employment programs or activities. The University will provide reasonable accommodations to qualified individuals with disabilities. JOB SUMMARY The Deployment, Maintenance, and Response Technician (DMRT) supports and maintains university computer devices and peripheral equipment. The work includes fostering relationships that encourage users to employ these technological tools in a fashion that achieves optimum productivity. More specifically, the scope of work entails installing, diagnosing, repairing, maintaining, and upgrading hardware, software, and associated equipment. A cadre of several DMRTs constitutes an ITS Deployment, Maintenance, and Response (DMR) team within the overall Information Technology Services organization. Along with others, this team is responsible for sustaining a culture of high-quality customer service. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Support, Troubleshooting, and Response : Serves as initial primary functional subject expert for typical requests for assistance. Provides hands-on analysis, training, and support as needed. Acts as a point of escalation for exceptional service handling. Responds in a timely fashion to service requests. Troubleshoots problems. Resolves hardware, OS, and software problems by identifying and implementing solutions. Documents solutions for future reference and benefit. In collaboration with others, continuously monitors the management and quality assurance of assigned service requests-both resolved and unresolved. Effectively tracks progress for assigned service requests. Routinely shares status of solutions with ITS colleagues and supervisors. Assists with maintaining an effective and efficient asset management program that encompasses the inventory of technology equipment as needed. Complies with established workflow processes for asset deployment. Under the guidance of deep technical support personnel, arranges the appropriate configuration, installation, and troubleshooting of hardware and software for faculty and staff use. Assists in support of VoIP phone devices and applications, including desk phones, softphones, and voicemail. Participates in routine inspection, monitoring, and troubleshooting of technology equipped spaces (classrooms, labs, presentation venues, etc.) to ensure that hardware and software are operating as expected. Occasionally assists with media equipment set up, operation, and maintenance (e.g., instructor podiums, display equipment, sound reinforcement equipment, and video recording technology). Ensures that relevant point-of-need technology self-help aids are available as appropriate. Apple Systems Administration : Develops solutions for supporting, deploying, and managing computer workstations on Apple OS and iOS. Maintains and monitors Enterprise Software Distribution system (JAMF). Administers Mac OS installation, updates, and patch management processes. Troubleshoots advanced operating systems and application issues on campus workstations and servers. Manages campus mobile device security policies and procedures through Mobile Device Management (MDM) system. Troubleshoots advanced MDM integration and OS issues with supported mobile devices. Evaluates and identifies workstation hardware for Hamline's TechSelect program and builds deployment processes to support that hardware. Architects, maintains, and monitors security protocols and posture of supported Hamline workstation platforms based on current industry standard security practices. Consulting and Process Improvement : Fosters effective use of information technology, particularly as used by faculty and staff. Contributes to efforts that enhance workplace productivity via technical competency. Actively seeks and nurtures trustful relationships with faculty and staff. Promotes awareness and adoption of ITS services, resources, and policies. Represents and advocates for users regarding ITS services. Assists with capturing metrics that help inform decision making to improve service delivery. Monitors and scrutinizes service requests for patterns of recurring issues that warrant intervention. Helps with identifying systemic problems and works with others to help correct them. Highlights opportunities for i

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