SAIC

Customer Support Analyst mac OS

SAIC • $90K — $100K *
Alexandria, VA 22304In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Associates Degree or 6 years of relevant experience in lieu of degree.
  • Active Top Secret clearance with SCI eligibility required.
  • IAT-II Certification (e.g., Security +CE or equivalent) needed.
  • 3-5 years IT support experience focusing on macOS and Apple devices.
  • Strong expertise in troubleshooting macOS operating systems and applications.
  • Familiarity with MDM solutions such as Jamf Pro, Workspace ONE, or Intune.
  • Experience with Active Directory integration and macOS security configurations.

Responsibilities

  • Serve as the primary escalation point for Tier I macOS support issues.
  • Diagnose and resolve technical issues with minimal supervision.
  • Provide support for macOS tools like device enrollment and MDM configurations.
  • Deliver exceptional customer service, maintaining professionalism under stress.
  • Communicate technical solutions clearly to users of varying tech familiarity.
  • Manage and resolve service tickets escalated from Tier I efficiently.
  • Collaborate with Tier III teams to identify and address recurring issues.

Benefits

  • Fully onsite position based in Quantico, VA.
  • Opportunity to work in a high-paced, secure environment.
  • Engage in ongoing mentorship and training opportunities for team development.
Full Job Description
SAIC is seeking (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.

Job Description
  • 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:
  • 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).

About SAIC

Science Applications International Corporation (SAIC) is a technology integrator in the technical, engineering, intelligence, and enterprise information technology markets. SAIC has approximately 26,000 employees and operates in more than 70 countries. The company was founded in 1969 and is headquartered in Reston, Virginia. SAIC provides services to the U.S. government, including the Department of Defense, the intelligence community, and civilian agencies. The company also serves commercial customers in the healthcare, energy, and financial services sectors.
Learn more about SAIC
Size
26,000 employees
Market Cap
$6 billion
Industry
Information Technology
Net Income
$206 million
Founded
1969
5 Year Trend
+10.7%
Revenue
$6.8 billion
NASDAQ
SAIC
* Ladders Estimates

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