Bachelor's degree in a related field or 8 years of relevant experience in lieu of a degree.
Hands-on experience with MacBooks and Apple mobile devices.
Basic understanding of Apple hardware, macOS, SSO, MDM, networking, and endpoint security.
Experience providing high-touch, white-glove support to executives or VIPs.
Ability to handle sensitive information with confidentiality.
Strong customer service, communication, and problem-solving skills.
Eligibility for Department of Homeland Security EOD clearance.
Responsibilities
Deliver concierge-level support for VIPs, including executives and government leaders.
Provide in-person and remote assistance with minimal disruption to VIP schedules.
Perform device setups and personalized configurations.
Maintain a professional demeanor and communicate technical issues clearly to non-technical users.
Document support activities and maintain knowledge articles related to Apple device support.
Proactively escalate security or operational risks and collaborate with engineering for resolutions.
Benefits
Opportunity to work in an enterprise environment with VIP stakeholders.
Exposure to advanced Apple technologies and mobile device management.
Professional development opportunities associated with certifications.
Engagement in a mission-driven organizational culture.
Collaboration with engineering for proactive solutions.
Full Job Description
Overview/ Job Responsibilities
We are seeking Senior Technical Support Specialist to provide advanced macOS, Jamf, and mobile device support across enterprise environments, delivering exceptional white-glove service to executives, senior leadership, and VIP stakeholders. This role ensures optimal performance, security, and usability of Apple endpoints and mobility platforms, while maintaining a professional, concierge-level support experience that prioritizes responsiveness, discretion, and technical excellence.
Key Responsibilities
Deliver highly responsive, concierge-level support for VIPs, including executives, government leadership, directors, and mission-critical personnel.
Provide efficient in-person and remote assistance with minimal disruption to VIPs' schedules and responsibilities.
Perform tailored device setups, personalized configurations, and rapid issue resolution.
Maintain a professional demeanor, exceptional communication, and the ability to translate technical issues into clear, non-technical explanations.
Maintain accurate ticketing, documentation, SOPs, and knowledge articles related to Apple device and mobility support.
Escalate security or operational risks proactively; collaborate with engineering to drive resolution.
Minimum Qualifications
Required Qualifications:
Bachelor's degree in a related field with 4 years or relevant experience, or 8 hours of applicable experience in lieu of a degree.
Hands-on experience with MacBooks and Apple mobile devices.
Basic understanding of Apple hardware, macOS internals, SSO, MDM, certificates, networking, and endpoint security.
Proven experience delivering high-touch, white-glove support to VIPs or executive leadership.
Ability to handle sensitive information with confidentiality and professionalism.
Strong customer service, communication, and problem-solving skills; ability to de-escalate issues calmly and effectively.
Must be eligible to obtain a Department of Homeland Security EOD clearance ( Requirements 1. US Citizenship, 2. Favorable Background Investigation)
Desired Qualifications
Preferred Qualifications:
Experience with ServiceNow.
Jamf 200, 300, or 400 certification(s).
Apple ACSP or ACTC certification.
Experience in federal environments or organizations with strict security requirements.
Familiarity with Zero Trust, NIST 800-53 controls, endpoint hardening, and mobile security frameworks.
Join the Mission and Start your Career Journey: Apply Directly via our Careers Portal Connect,Referrals & Inquiries?Email the team: careers@entarian.com
