macOS Customer Support Engineer - SBG

SBG TECHNOLOGY SOLUTIONS INC • Arlington, VA

1d • Onsite

About The Position

SBG Technology Solutions is seeking a skilled and mission-driven macOS Customer Support Engineer to join our growing federal technology team. In this role, you will serve as the primary customer-facing team member for macOS-related issues, directly supporting federal employees who are on the front lines of securing the nation's critical cyber and physical infrastructure. We are looking for candidates who are customer-focused, mission-oriented, and collaborative. Ideal team members bring strong macOS support expertise, the ability to resolve technical issues efficiently and professionally, and the interpersonal skills needed to build lasting trust with federal end users. Just as importantly, successful candidates embrace a team-first culture, actively contribute to process improvements, and are motivated by the privilege of supporting one of the most consequential cybersecurity missions in the federal government.

Requirements

• 3+ years of hands-on experience supporting macOS systems in enterprise-level environments.
• Strong troubleshooting and diagnostic skills for endpoint, application, and end-user issues across a complex IT environment.
• Excellent customer service and communication skills, with the ability to build trust and rapport with federal end users at all levels.
• Eligibility to obtain and maintain a DHS security clearance.
• Bachelor of Science (B.S.) degree in Computer Science, Computer Engineering, Information Technology, or a closely related discipline.
• Apple Certified Support Professional (ACSP) Required
• Apple Certified IT Professional (ACITP) Required
• Apple Device Support Required
• CompTIA Security+ Required
• 3+ years of professional, hands-on experience supporting macOS systems in enterprise-level IT environments.
• Demonstrated experience with MDM platforms (JAMF strongly preferred), macOS endpoint management, and enterprise device deployment workflows.

Nice To Haves

• Familiarity with JAMF (strongly preferred); experience with other MDM platforms such as AirWatch or Microsoft Intune is acceptable.
• Database management expertise.
• Proficiency with Shell/Bash/Python scripting for endpoint automation and management tasks.
• Prior federal IT support experience (DHS or VA experience is a significant advantage).
• Experience operating within FedRAMP-compliant or NIST 800-53-governed IT environments
• An advanced degree (Master's) in a related technical field is considered a plus.
• An equivalent combination of education, professional training, and directly applicable work experience may be considered in lieu of a degree.
• JAMF Certified Associate or Administrator Preferred
• DHS Security Clearance Eligibility Required
• Prior experience supporting federal government IT environments, particularly within DHS, VA, or similarly complex federal agencies.
• Familiarity with FedRAMP, NIST 800-53, or other federally mandated cybersecurity and compliance frameworks.
• Background working within a tiered IT support structure (Tier 2/3) in a large enterprise or government setting.

Responsibilities

• Serve as the primary customer-facing interface for macOS-related incidents and service requests, delivering exceptional support to federal employees in a high-stakes environment.
• Triage and resolve tickets escalated from the help desk involving macOS endpoints, JAMF, or mobility services in a timely and professional manner.
• Assist with imaging, patching, application deployment, and account management for macOS devices across the enterprise.
• Collaborate with Tier 3/4 engineers to escalate complex issues and implement effective, enterprise-wide solutions.
• Write, bench test, and maintain Shell/Bash/Python scripts to automate and optimize endpoint management tasks.
• Provide training and guidance to end users on macOS features, organizational policies, and security best practices consistent with federal security requirements.
• Abide by all policies set forth in the SBG and Departmental Handbook, including timely Timesheet and Expense submissions.

Benefits

• Competitive medical, dental, and vision coverage for you and your family.
• Salary and benefits commensurate with experience and federal contracting standards.
• Vacation, personal, and sick leave, plus paid federal holidays.
• Employer-matching retirement contributions to support your long-term financial well-being.
• Financial assistance and dedicated time to pursue relevant industry certifications and training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level