macOS Customer Support Engineer - SBG

About the role

SBG Technology Solutions, Inc. (SBG), a DSS, Inc. company, is seeking a skilled and mission-driven macOS Customer Support Engineer to join our growing federal technology team. In this role, you will serve as the primary customer-facing team member for macOS-related issues, directly supporting federal employees who are on the front lines of securing the nation's critical cyber and physical infrastructure. We are looking for candidates who are customer-focused, mission-oriented, and collaborative, with strong macOS support expertise and the ability to resolve technical issues efficiently and professionally.

Responsibilities

• Serve as the primary customer-facing interface for macOS-related incidents and service requests, delivering exceptional support to federal employees in a high-stakes environment.
• Triage and resolve tickets escalated from the help desk involving macOS endpoints, JAMF, or mobility services in a timely and professional manner.
• Assist with imaging, patching, application deployment, and account management for macOS devices across the enterprise.
• Collaborate with Tier 3/4 engineers to escalate complex issues and implement effective, enterprise-wide solutions.
• Write, bench test, and maintain Shell/Bash/Python scripts to automate and optimize endpoint management tasks.
• Provide training and guidance to end users on macOS features, organizational policies, and security best practices consistent with federal security requirements.
• Abide by all policies set forth in the SBG and Departmental Handbook, including timely Timesheet and Expense submissions.

Individuals working for DSS or any Subsidiary will be subject to security and privacy requirements as explained in HIPAA, FedRAMP, and NIST 800-53. Additionally, they are required to undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities.

Requirements

• 3+ years of hands-on experience supporting macOS systems in enterprise-level environments.
• Strong troubleshooting and diagnostic skills for endpoint, application, and end-user issues across a complex IT environment.
• Excellent customer service and communication skills, with the ability to build trust and rapport with federal end users at all levels.
• Eligibility to obtain and maintain a DHS security clearance.
• Must be a US Citizen or Permanent Resident (authorized to work in the US without current or future visa sponsorship).
• Must be able to pass a federal background check.

Qualifications

• Bachelor of Science (B.S.) degree in Computer Science, Computer Engineering, Information Technology, or a closely related discipline. An equivalent combination of education, professional training, and directly applicable work experience may be considered in lieu of a degree.
• 3+ years of professional, hands-on experience supporting macOS systems in enterprise-level IT environments.
• Demonstrated experience with MDM platforms (JAMF strongly preferred), macOS endpoint management, and enterprise device deployment workflows.
• Preferred: Background working within a tiered IT support structure (Tier 2/3) in a large enterprise or government setting.
• Preferred: Familiarity with JAMF (strongly preferred); experience with other MDM platforms such as AirWatch or Microsoft Intune is acceptable.
• Preferred: Database management expertise.
• Preferred: Proficiency with Shell/Bash/Python scripting for endpoint automation and management tasks.
• Preferred: Prior federal IT support experience (DHS or VA experience is a significant advantage).
• Preferred: Experience operating within FedRAMP-compliant or NIST 800-53-governed IT environments.

Skills

The following certifications are required for this role. Candidates holding these credentials will receive strong preference during the evaluation process:

• Apple Certified Support Professional (ACSP)
• Apple Certified IT Professional (ACITP)
• Apple Device Support
• CompTIA Security+
• JAMF Certified Associate or Administrator

Benefits

• Play a direct role in supporting federal operations that safeguard the nation's cyber and physical infrastructure.
• Collaborate with a diverse team of engineers, federal stakeholders, and IT professionals who are passionate about what they do.
• Grow your federal IT career with access to professional development resources, certifications, and continuous learning opportunities.
• Competitive medical, dental, and vision coverage for you and your family.
• Vacation, personal, and sick leave, plus paid federal holidays.
• Employer-matching retirement contributions to support your long-term financial well-being.
• Financial assistance and dedicated time to pursue relevant industry certifications and training.
• Work with industry-leading enterprise macOS management tools and platforms in a sophisticated federal IT environment.

Physical Demands

• Standing: 10% per day
• Sitting: 60% per day
• Walking: 5% per day
• Stooping: 0% per day
• Lifting: Up to 15 lbs. unassisted, several times a day (laptop, office equipment, office supplies, etc.). If traveling, the ability to lift up to 50 lbs. unassisted (luggage, laptop, etc.).
• Computer Work: 100% per day
• Telephone Work: 60% per day
• Reading: 100% per day
• Travel: Up to 10% per year, via aircraft or privately owned vehicle.