Customer Support Analyst mac OS

About the role

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.

Responsibilities

• 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 (MDM) 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.
• 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.

Requirements

• Associates Degree and Six (6) years or relevant years of experience in lieu of degree.
• Active Top Secret clearance with SCI eligibility is required.
• IAT-II Certification (i.e., Security +CE or equivalent).
• Three (3) to five (5) years of IT support experience with a focus on macOS and Apple devices.
• Strong expertise in troubleshooting macOS operating systems (e.g., Ventura, Monterey, or later versions) and macOS application suite issues.
• Familiarity with mobile device management (MDM) 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.

Qualifications

• 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).

Pay

The estimate displayed represents the typical salary range for this position based on experience and other factors. Target salary range $80,001 - $120,000.

Schedule

Full-Time Shift Day