Description

Cloud Lake is looking for a Mac Engineer II to work in Ashburn, VA.  As an integral member of the CBP End User Device IT Management Services team, the Mac Support Engineer II (Intermediate) supports and helps engineer a distributed, enterprise macOS environment. This hands-on role bridges day-to-day end-user support and platform engineering execution: resolving Tier II–IV macOS and endpoint-management issues, supporting onsite users through walk-up and appointment-based requests, and independently carrying out engineering work—application packaging, configuration profile development, security compliance, vulnerability remediation, and change deployment—under the direction of the Senior Mac Systems Engineer and Mac Systems Architect.  To join our team of outstanding professionals, apply today!

 

The ideal candidate is a self-sufficient troubleshooter who has independently administered an enterprise device management (MDM) platform and has moved beyond basic device management into packaging, security compliance, and identity. They research, test, and resolve unfamiliar problems on their own before escalating—and when they do escalate, they bring findings and attempted solutions, not just symptoms. They continue to handle support tickets while taking on a growing share of the team’s engineering and project work.

Responsibilities

Support & Operations

• Provide onsite desk-side, walk-up, and appointment-based support for macOS users, including VIP and senior executive leadership.
• Perform Tier II–IV troubleshooting of macOS, device-management, and application issues, independently driving them to resolution before escalating.
• Resolve assigned tickets in the ticketing system, documenting steps, root cause, and resolution clearly.
• Support common enterprise and third-party macOS applications, including Microsoft 365, Adobe Creative Cloud, browsers, and VPN / remote-access tools.
• Execute patching events through the management platform to maintain standard OS and application versions across the fleet.

Engineering & Projects

• Package, test, and deploy macOS applications for both Apple silicon (ARM) and Intel devices.
• Build and test configuration profiles to support new platform capabilities and security requirements.
• Review and remediate vulnerability findings in partnership with cybersecurity, including deep-dive analysis of affected software.
• Apply the macOS Security Compliance Project (mSCP) to new macOS releases—tailoring, testing, and validating baselines and compliance reporting.
• Deploy approved changes through the established Change Request (CR) process, with testing and validation prior to release.
• Configure and maintain supporting automation and end-user-experience tooling for automated packaging, patch automation, provisioning, and custom user messaging, and support modern identity workflows such as Platform Single Sign-On (PSSO) and smart card / PIV authentication.
• Produce clear technical documentation, SOPs, and runbooks for repeatable operations and knowledge transfer.

Qualifications

• Independent problem solving, troubleshooting, critical thinking, self-direction, attention to detail, collaboration, communication, documentation, and cybersecurity awareness.
• Current CBP Background Investigation or Top-Secret clearance adjudicated within the last 5 years (preferred); US Citizenship with the ability to obtain a Federal Public Trust clearance (REQUIRED).
• Bachelor’s degree in information systems or a related field; in lieu of a degree, 4–6+ years of IT administration and/or engineering experience with direct macOS and enterprise device-management experience.
• Jamf Certified Tech (200) or equivalent enterprise device-management certification preferred; Jamf Certified Admin (300) a plus.
• Demonstrated experience independently administering an enterprise MDM platform (policies, configuration profiles, patching, Self Service) in an environment of 1,000+ devices.
• Hands-on experience beyond basic device management—e.g., endpoint security and identity tooling—and supporting users in a distributed, regulated environment (such as a DHS component) is desired.
• Apple Certified Support Professional (ACSP), ServiceNow, M365 / Active Directory, networking fundamentals (DNS, VPN, VLANs, certificates), and mSCP / DISA STIG / NIST 800-53 experience are a plus.

Specific Knowledge, Skills & Abilities:

• Strong, independent troubleshooting—able to research, test, and resolve unfamiliar macOS and device-management issues, exhausting documentation and reasonable troubleshooting before escalating to senior staff.
• Solid working knowledge of enterprise MDM administration (the team currently uses Jamf Pro): inventory, smart/dynamic groups, scoping, policies, configuration profiles, Self Service, and patch management. Team-specific configuration and customizations will be taught on the job.
• Proficiency with macOS application packaging and deployment for Apple silicon (ARM) and Intel hardware.
• Working knowledge of macOS security settings, system hardening, and applying / validating compliance baselines such as mSCP.
• Knowledge of modern macOS identity and authentication, including Platform Single Sign-On (PSSO) and federated authentication; smart card / PIV experience is a nice-to-have.
• Comfort with the macOS command line (Terminal) and scripting in zsh / bash for automation and troubleshooting.
• Ability to gather requirements, build test cases, and validate changes on test devices before fleet deployment; strong documentation skills; and effective collaboration across cross-functional teams (cybersecurity, Windows desktop management, field support, and government / contractor leadership).

Work Environment:

• Hybrid role performed primarily onsite to support a scheduled walk-up / desk-side rotation, with some remote work as approved.
• Occasional travel may be required.

Benefits InformationRegular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time and part-time employees. Pay Range$90,000 - $95,000 Job ID2026-24030 Work TypeHybrid