Customer Support Analyst macOS

Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA).

The Air Force Space and Intel (AFSI) Business Group of SAIC is seeking a Customer Support Analyst with macOS focus to support a transformational infrastructure program for DCSA.

SAIC is proud to be supporting DCSA in safeguarding our nation's information.

DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program.

This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.

Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, an cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).

• 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.

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

• 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.
• 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).