Customer Support Analyst macOS

Job : 2612510

Location: Quantico, VA, US

Date Posted:

Category: Information Technology

Subcategory: Site Support

Schedule: Full-Time

Shift: Day Job

Travel: Yes - 10% of the time

Minimum

Clearance Required:

TS.SCI

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: _SITE

SAIC is seeking a macOS Customer Support Analyst to support DCSA's OneIT program out of Quantico, VA. This is a fully onsite position with a target salary of $90-100k. SAIC is proud to be supporting DCSA in safeguarding our nation's information, which involves security oversight on classified work for more than 10,000 companies and 13,000 facilities across the DoD and 31 federal agencies.

• Act as the primary escalation point from Tier I support for issues involving macOS systems, including macOS desktops, laptops, and related peripherals.
• Diagnose and resolve complex technical issues such as system performance, connectivity, and software compatibility problems, with minimal supervision.
• Provide in‑depth support for macOS tools, including device enrollment (e.g., Apple Business Manager), system imaging, and mobile device management configurations.
• Deliver exceptional customer service by addressing user inquiries, offering technical guidance, and maintaining a professional demeanor during stressful situations.
• Communicate solutions effectively to end users with varying familiarity with technology, ensuring they fully understand the fix or workaround implemented.
• Own and manage service tickets escalated from Tier I, ensuring that all tickets are resolved or properly escalated within defined SLAs.
• Collaborate with Tier III engineering teams and other IT staff to identify root causes of recurring macOS issues, propose fixes, and implement permanent solutions.
• Install, configure, and maintain macOS operating systems and software updates in compliance with government policies and security guidelines.
• Monitor and analyze macOS system performance and optimize configurations as needed.
• Maintain accurate documentation for troubleshooting steps, incident resolution processes, and standard operating procedures related to macOS support.
• Provide weekly or monthly status reports highlighting trends, recurring issues, and recommendations for improvements.
• Follow and enforce cybersecurity protocols to safeguard classified information and ensure compliance with government policies, including STIGs and other relevant security frameworks.
• Conduct vulnerability assessments and assist with implementing security patches and endpoint protection measures specific to macOS devices.
• Provide mentorship and guidance to Tier I staff to enhance their macOS troubleshooting skills.
• Conduct training sessions or create knowledge articles to improve overall team effectiveness in handling macOS issues.

• Associate’s Degree and six (6) years of relevant experience in lieu of a degree.
• Active Top Secret clearance with SCI eligibility.
• IAT-II Certification (e.g., Security+CE or equivalent).
• Three (3) to five (5) years of IT support experience focusing on macOS and Apple devices.
• Strong expertise in troubleshooting macOS operating systems (Ventura, Monterey, or later) and macOS application suite issues.
• Familiarity with mobile device management solutions such as Jamf Pro, Workspace ONE, or Intune.
• Hands‑on experience with Active Directory integration, network configurations (VPN, Wi‑Fi, etc.), and macOS security configurations.
• In‑depth knowledge of Apple device deployment processes, including image creation and management.
• Strong written and verbal communication skills, with the ability to document and explain technical information effectively.
• Ability to work in a high‑paced, secure environment, adhering to operational security (OPSEC) standards.