Desktop & Apple Device Services Administrator

GENERAL STATEMENT OF RESPONSIBILITY: Responsible for the day-to-day operational support, administration, and lifecycle management of end-user computing environments, including Windows desktops, laptops, virtual desktops, and Apple mobile devices. This role serves as a primary technical interface for both internal users and external customers, with specific ownership of Apple iPad device management used in customer-facing and field-support scenarios.

ESSENTIAL FUNCTIONS: 

• Own lifecycle management of Apple iPads used for external customer support, including provisioning, configuration, deployment, maintenance, and retirement.
• Administer Apple device management platforms (e.g., MDM solutions) to enforce security policies, application deployment, and configuration profiles.
• Coordinate with internal teams and external stakeholders to support customer-facing Apple devices in production environments.
• Troubleshoot iPad hardware, OS, application, and connectivity issues impacting customer operations.
• Maintain asset tracking, warranty status, and replacement processes for Apple devices.
• Ensure Apple devices meet security, compliance, and data protection requirements.
• Develop and maintain standard operating procedures (SOPs) for Apple device support and external customer usage.
• Act as a technical liaison for internal departments and external customers regarding end-user device issues.
• Perform real-time problem analysis and resolution while maintaining SLAs.
• Serve as an escalation point for Desktop Services Administrator I.
• Analyze, troubleshoot, and resolve complex desktop-related issues across physical and virtual environments.
• Administer and maintain Windows desktop and laptop environments.
• Create, maintain, and deploy system images for PCs, laptops, and virtual desktop infrastructure (VDI).
• Maintain package deployments and patching for both physical and virtual desktop environments.
• Track hardware inventory, warranties, maintenance agreements, and software license compliance.
• Research, recommend, and design end-user computing solutions aligned with operational and security requirements.
• Analyze new requests to confirm necessity, appropriate solutions, and viable alternatives.
• Assist users and customers in adopting new technology through documentation, training, and direct support.
• Maintain tiered test environments prior to production rollouts.
• Ensure expenses incurred remain within approved budgets.
• Maintain accurate inventory and accountability for equipment, replacement parts, and repairs.
• Write and maintain technical documentation, procedures, and training materials.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
• Keep work area neat and clean.

Other duties as assigned.

JOB QUALIFICATIONS:

EDUCATION:  Bachelors Degree in computer science or related field or equivalent experience

      EXPERIENCE: 

• 4 years of experience in Desktop Administration or Information Services Support.
• Hands-on experience managing Windows desktop environments.
• Experience supporting or administering Apple devices, specifically iPads, in an enterprise or customer-facing environment.

SKILLS & ABILITIES:  

·         Strong analytical and problem-solving skills.

·         Ability to support cust