Mac Support Engineer

Ashburn, VA

As an integral member of the CBP End User Device IT Management Services team, the Intermediate Mac Support Engineer will be responsible for the support and administration of a distributed macOS desktop environment, utilizing enterprise-scale technical experience with cloud and hybrid infrastructures, architecture designs, technology management and analytics for on-premises, hybrid, and internet-based devices. The ideal candidate will be a part of the Apple Engineering team to achieve customer requirements, provide expertise enhancing the macOS end-user experience, providing support, and promoting security compliance.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

• Mac experience in an Enterprise Environment is desired
• Intermediate Mac Engineer will possess system knowledge in the areas of macOS Imaging, Patching, System Certificates, PIV (Smart Card) and Active Directory authentication, and macOS cybersecurity hardening guidelines to effectively support and grow these technologies
• Participate in onsite rotation schedule to provide desk-side support
• Good knowledge/understanding of networking fundamentals (VLANS, Switch accesses and configuration etc)
• Provide support for all Apple MacBooks and Workstations
• Experience with a ticketing system (ServiceNow) is a plus
• Utilizing Jamf Pro to ensure a standard version level of macOS and applications across all Macs
• Experience in macOS desktop and server support skills
• Experience supporting macOS across a range of versions
• Experience supporting common macOS applications such as Adobe Creative Cloud and M365 Apps
• Experience with using and administrating Profiles and Policies using Jamf Pro version 11.0 or later
• Experience using terminal commands and simple Bash scripts
• IT Asset Management

EDUCATION, EXPERIENCE, CERTIFICATIONS, and QUALIFICATIONS:

• Current CBP Background Investigation or Top Secret clearance adjudicated within the last 5 years (preferred), US Citizenship with ability to obtain a Federal Public Trust clearance (REQUIRED).
• Bachelor's degree in Information Systems or related field; in lieu of degree 2-4+ years of experience providing IT administration and/or engineering services of direct macOS and Jamf experience with a Jamf Certified Associate (Jamf 200) or greater certification
• Experience utilizing enterprise management systems such as Jamf, Microsoft Intune, and Active Directory
• Demonstrated experience within a distributed environment of at least 1,000 workstations and/or servers is ideal
• ITIL v3 Foundations Certification is highly desired, but not required
• Apple Certified Support Professional is highly desired, but not required
• Experience with ServiceNow is desired, but not required
• Experience with Beyond Trust Remote Support is desired, but not required.

SPECIFIC KNOWLEDGE, SKILLS, & ABILITIES:

• Intermediate level knowledge for Jamf configuration and operations to include: patching, configuration profiles, operating system upgrades, and security configurations.
• Experience with on premise, or distributed cloud, and hybrid infrastructures.
• Working knowledge of macOS operating system, to include image management, OSD (operating system deployment) and servicing updates.
• Strong understanding of web browser management for security zones, document modes, and add-ons. The ability to troubleshoot web apps, site security or compatibility related issues for Safari, Chrome, and FireFox.
• Understanding of Line-of-Business (LOB) apps with regards to troubleshooting failed installations or updates.
• Working knowledge of application requirements gathering, analysis, testing, benchmarking, and system/software integration.
• Use of Remote Admin Tools for building and validating test cases.
• Outstanding interpersonal and communication skills with the ability to effectively communicate with stakeholders at any business level.
• Ability to constantly grow as a team member with the technical aptitude to quickly learning new technologies and understand relevant cloud trends.
• Strong ability to work with cross functional teams to include but not limited to, cybersecurity, windows desktop management, upper and government management, and field support.
• Proficiency in scripting techniques involved with desktop system automation and management.
• Experience with Intune, M365, and MS Active Directory a plus.
• Experience with the macOS Security Compliance Project (mSCP) a plus.

At Indigo IT, we offer an expansive benefits package for our employees, which includes: Medical, Dental, and Vision coverage options. In addition, we offer 401(k) with company match, Group life and disability, Flex Spending Accounts (FSA), Paid Time Off (PTO), Paid holidays, and Education assistance. We also have in house training programs for employees, we reward thought leadership with bonuses and recognition for publishing, speaking, and innovative thought leadership in our industry.