Bachelor's degree with 5+ years of IT customer support experience, or Associate/High School diploma with 7+ years
Ability to obtain Level 5 (NACI) security clearance within six months
ITIL v3 Foundation Certificate required
Certifications such as MCSE, Jamf Certified Admin, GSEC, GCWN, or CISSP preferred
Experience in Tier 2 and Tier 3 support
Proven experience in an enterprise environment with a large user base
Hands-on experience with JAMF Pro administration
Responsibilities
Provide Tier 3 support for advanced Mac troubleshooting
Administer JAMF Pro for provisioning and deploying computers
Engineer, administer, and maintain the JAMF environment
Build and deploy macOS images in JAMF Pro
Manage desktop software deployments and system patching
Oversee centralized antivirus and security endpoint management
Assist cyber security team with vulnerability mitigation
Benefits
Comprehensive health insurance options
Retirement savings plan with employer matching
Professional development opportunities
Flexible work arrangements
Paid time off and holidays
Full Job Description
Job Responsibilities
Serve as an additional escalation resource for the Help Desk and computer user community, providing Tier 3 support to the Desktop Tier 2 team for advanced Mac troubleshooting
Administer central desktop management services (currently JAMF Pro for macOS) used to provision and deploy computers for staff use
System engineering, administration, and maintenance of the JAMF environment
Build, configure, test, and deploy macOS images in JAMF Pro
Perform desktop software deployments, configuration deployments, and desktop system patching
Perform centralized antivirus management, group policy management, and security endpoint management for all desktop systems
Assist the cyber security team with vulnerability mitigation and implement security patches as needed
Maintain and upgrade servers related to JAMF Pro on Windows Server or Linux hosts
Configure and maintain network file shares associated with Mac installers, SOPs, etc.
Coordinate with the Contracting Officer's Representative (COR) and customer technical staff on desktop issues, and with office automation network administration staff on network-related issues
Monitor and respond to application and system alerts according to established monitoring plans
Coordinate communication channels during major incidents and record problem investigations in ServiceNow in a timely manner
Develop tools for system-wide use in developing applications
Create and maintain Standard Operating Procedures (SOPs) and system documentation
Report on progress to project leadership and the customer
Required Qualifications
Bachelor's degree with 5+ years of relevant work experience in IT customer support, OR an Associate degree or High School diploma with 7+ years of relevant work experience
Must have, or be able to obtain within six (6) months of contract award, a Level 5 (NACI) security clearance
ITIL v3 Foundation Certificate (at minimum)
One or more of the following certifications:
Microsoft Certified Solutions Expert (MCSE) - current or current version -1
Jamf Certified Admin - current or current version -1
GIAC Security Essentials (GSEC)
GIAC Certified Windows Security Administrator (GCWN)
(ISC)² Certified Information Systems Security Professional (CISSP)
Tier 2 and Tier 3 support experience
Experience in an enterprise environment supporting a large user base organization
Experience with JAMF Pro administration
Strong technical computer and customer service skills
Desired Qualifications
Active Level 5 (NACI) security clearance
Additional Jamf or ITIL certifications beyond the minimum requirements
Experience with ServiceNow and/or JIRA
Experience supporting a federal government customer
