Customer Support Analyst macOS

SAIC•Quantico, VA

2d•$90,000 - $100,000•Onsite

About The Position

SAIC is seeking a Customer Support Analyst with a focus on macOS to support DCSA's OneIT program in Quantico, VA. This is a fully onsite position. The role involves sustaining, modernizing, and transforming the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA). SAIC is supporting DCSA in safeguarding national information, which includes security oversight of companies and facilities involved in classified work. The DCSA One IT program aims to provide an enterprise IT solution with a highly secured and adaptable IT infrastructure, customer support, and cutting-edge technologies under a single IT environment.

Requirements

macOS systems support
macOS desktops, laptops, and related peripherals support
Diagnose and resolve complex technical issues (system performance, connectivity, software compatibility)
In-depth support for macOS tools (device enrollment, system imaging, MDM configurations)
Customer service skills
Manage service tickets escalated from Tier I
Collaborate with Tier III engineering teams and other IT staff
Install, configure, and maintain macOS operating systems and software updates
Monitor and analyze macOS system performance
Maintain accurate documentation for troubleshooting, incident resolution, and SOPs
Provide status reports
Follow and enforce cybersecurity protocols
Conduct vulnerability assessments
Assist with implementing security patches and endpoint protection measures for macOS devices
Mentorship and guidance to Tier I staff
Conduct training sessions or create knowledge articles

Responsibilities

Act as the primary escalation point from Tier I support for issues involving macOS systems, including macOS desktops, laptops, and related peripherals.
Diagnose and resolve complex technical issues such as system performance, connectivity, and software compatibility problems, with minimal supervision.
Provide in-depth support for macOS tools, including device enrollment (e.g., Apple Business Manager), system imaging, and mobile device management (MDM) configurations.
Deliver exceptional customer service by addressing user inquiries, offering technical guidance, and maintaining a professional demeanor during stressful situations.
Communicate solutions effectively to end users with varying familiarity with technology, ensuring they fully understand the fix or workaround implemented.
Own and manage service tickets escalated from Tier I, ensuring that all tickets are resolved or properly escalated within defined SLAs.
Collaborate with Tier III engineering teams and other IT staff to identify root causes of recurring macOS issues, propose fixes, and implement permanent solutions.
Install, configure, and maintain macOS operating systems and software updates in compliance with government policies and security guidelines.
Monitor and analyze macOS system performance and optimize configurations as needed.
Maintain accurate documentation for troubleshooting steps, incident resolution processes, and standard operating procedures related to macOS support.
Provide weekly or monthly status reports highlighting trends, recurring issues, and recommendations for improvements.
Follow and enforce cybersecurity protocols to safeguard classified information and ensure compliance with government policies, including STIGs and other relevant security frameworks.
Conduct vulnerability assessments and assist with implementing security patches and endpoint protection measures specific to macOS devices.
Provide mentorship and guidance to Tier I staff to enhance their macOS troubleshooting skills.
Conduct training sessions or create knowledge articles to improve overall team effectiveness in handling macOS issues.