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.
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. Qualifications It is required that the Customer Support Analyst with macOS focus have the following qualifications:
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.
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).

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