_{27th March, 2026}

Role: macOS Customer Support Engineer
Location: Arlington, VA.
Work Location: On-site.
Clearance: DHS Public Trust or Top Secret security clearance.
 
Position Summary:
The macOS Customer Support Engineer will support the Cybersecurity and Infrastructure Security Agency (CISA) Enterprise Engineering and Operations Support Services (CEEOSS) contract.

CISA plays a vital role in DHS by safeguarding the nation's cyber and physical infrastructure, and this position directly supports that mission through enterprise-class endpoint management and engineering. 

The analyst will serve as the primary customer-facing team member for macOS-related issues, directly supporting federal employees who play critical roles in securing the nation's infrastructure.
 
The macOS Customer Support Engineer will be customer-focused, mission-oriented, and collaborative. Will also bring strong macOS support skills, the ability to resolve technical issues efficiently, and the interpersonal skills to build trust with end users. Just as important, they embrace a team-first culture, contribute to process improvements, and are motivated by the opportunity to support CISA's essential mission within DHS.
 
DUTIES AND RESPONSIBILITIES:

• Serve as the primary customer-facing interface for macOS-related incidents and service requests.
• Triage and resolve tickets escalated from the help desk involving macOS endpoints, JAMF, or mobility services.
• Assist with imaging, patching, application deployment, and account management for macOS devices.
• Collaborate with Tier 3/4 engineers to escalate complex issues and implement enterprise solutions.
• Provide training and guidance to end users on macOS features, policies, and security best practices.
• Administer and maintain Red Hat Enterprise Linux (RHEL) servers and JAMF Pro infrastructure used for macOS management.
• Apply DISA STIGs, patches, and security baselines to ensure compliance with DHS directives.
• Monitor system uptime, performance, and availability; implement corrective actions as needed.
• Develop and maintain Bash/Python scripts for automating macOS configuration, patching, and security enforcement.
• Manage JAMF databases, policies, profiles, and packages to support enterprise deployment.
• Provide Tier 4 escalation support for macOS endpoint issues.

SECURITY AND PRIVACY DUTIES AND RESPONSIBILITIES
Individuals will be subject to security and privacy requirements as explained in HIPAA, FedRAMP, and NIST 800-53. Additionally, they are required to undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities in the day-to-day performance of their duties.
 
Individuals working in departments considered high-risk will be required to complete advanced training based on their role and level of access. Individuals with access to modify data and the configuration baseline will require further training.
 
The preceding functions are examples of the work performed by employees assigned to this job classification. Management reserves the right to add, modify, change, or rescind work assignments and make reasonable accommodations as needed.
 
QUALIFICATIONS:
Required:

• 3+ years of experience supporting macOS systems in enterprise environments.
• BS Degree in Computer Science/Engineering or related discipline.
• Familiarity with JAMF or other MDM platforms (AirWatch, Intune).
• Database management expertise preferred.
• Strong troubleshooting skills for endpoint, application, and user issues.
• Excellent customer service and communication skills.
• Federal IT support experience preferred but not required.
• Active DHS Public Trust or Top Secret security clearance is required.

Certifications
Desired:

• Apple Certified Support Professional (ACSP).
• Apple Certified IT Professional (ACITP).
• Apple Device Support.
• CompTIA Security+

Travel:

• Ability to travel unassisted up to 10% of the year as required in support of the client and/or as directed.

PHYSICAL DEMANDS:

• Standing: 10% per day
• Sitting: 60% per day
• Walking: 5% per day
• Stooping: 0% per day
• Lifting: If traveling, the ability to lift up to 50 lbs. unassisted (luggage, laptop, etc.). Up to 15 lbs. unassisted, several times a day (laptop, office equipment, office supplies, etc.).
• Computer Work: 100% per day
• Telephone Work: 60% per day
• Reading: 100% per day
• Other, please specify: Travel unassisted, up to 10% per year, via aircraft or privately owned vehicle.    

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