{"schemaVersion":"jobsearcher.job.v1","id":"cda8e65b31dce7f6f687ba7b","url":"https://jobsearcher.com/jobs/cda8e65b31dce7f6f687ba7b","canonicalUrl":"https://jobsearcher.com/jobs/cda8e65b31dce7f6f687ba7b","title":"Customer Support Analyst macOS","description":"Job ID: 2612510\nLocation: Quantico, VA, US\nDate Posted: 2026-05-13\nCategory: Information Technology\nSubcategory: Site Support\nSchedule: Full-Time\nShift: Day Job\nTravel: Yes - 10% of the time\nMinimum Clearance Required: TS.SCI\nClearance Level Must Be Able to Obtain: None\nPotential for Remote Work: ORA_ON_SITE\n\nDescription\nSAIC is seeking (macOS) Customer Support Analyst to support DCSA's OneIT program out of Quantico, VA. This is a fully onsite position with a target salary of $90-100k.\nIntroduction\nMake a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA). The Air Force Space and Intel (AFSI) Business Group of SAIC is seeking a Customer Support Analyst with macOS focus to support a transformational infrastructure program for DCSA.\nSAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.\nSpecifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, an cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).\nJob Description\nAct as the primary escalation point from Tier I support for issues involving macOS systems, including macOS desktops, laptops, and related peripherals.\nDiagnose and resolve complex technical issues such as system performance, connectivity, and software compatibility problems, with minimal supervision.\nProvide in-depth support for macOS tools, including device enrollment (e.g., Apple Business Manager), system imaging, and mobile device management (MDM) configurations.\nDeliver exceptional customer service by addressing user inquiries, offering technical guidance, and maintaining a professional demeanor during stressful situations.\nCommunicate solutions effectively to end users with varying familiarity with technology, ensuring they fully understand the fix or workaround implemented.\nOwn and manage service tickets escalated from Tier I, ensuring that all tickets are resolved or properly escalated within defined SLAs.\nCollaborate with Tier III engineering teams and other IT staff to identify root causes of recurring macOS issues, propose fixes, and implement permanent solutions.\nInstall, configure, and maintain macOS operating systems and software updates in compliance with government policies and security guidelines.\nMonitor and analyze macOS system performance and optimize configurations as needed.\nMaintain accurate documentation for troubleshooting steps, incident resolution processes, and standard operating procedures related to macOS support.\nProvide weekly or monthly status reports highlighting trends, recurring issues, and recommendations for improvements.\nFollow and enforce cybersecurity protocols to safeguard classified information and ensure compliance with government policies, including STIGs and other relevant security frameworks.\nConduct vulnerability assessments and assist with implementing security patches and endpoint protection measures specific to macOS devices.\nProvide mentorship and guidance to Tier I staff to enhance their macOS troubleshooting skills.\nConduct training sessions or create knowledge articles to improve overall team effectiveness in handling macOS issues.\nQualifications\nIt is required that the Customer Support Analyst with macOS focus have the following qualifications:\nAssociates Degree and Six (6) years or relevant years of experience in lieu of degree.\nActive Top Secret clearance with SCI eligibility is required.\nIAT-II Certification (i.e., Security +CE or equivalent).\nThree (3) to five (5) years of IT support experience with a focus on macOS and Apple devices.\nStrong expertise in troubleshooting macOS operating systems (e.g., Ventura, Monterey, or later versions) and macOS application suite issues.\nFamiliarity with mobile device management (MDM) solutions such as Jamf Pro, Workspace ONE, or Intune.\nHands-on experience with Active Directory integration, network configurations (VPN, Wi-Fi, etc.), and macOS security configurations.\nIn-depth knowledge of Apple device deployment processes, including image creation and management.\nStrong written and verbal communication skills, with the ability to document and explain technical information effectively.\nAbility to work in a high-paced, secure environment, adhering to operational security (OPSEC).","company":"SAI","rawCompany":"sai","city":"Quantico","state":"VA","isRemote":false,"isActive":false,"createdAt":"2026-07-18T17:51:41.026Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Support Analyst macOS","description":"Job ID: 2612510\nLocation: Quantico, VA, US\nDate Posted: 2026-05-13\nCategory: Information Technology\nSubcategory: Site Support\nSchedule: Full-Time\nShift: Day Job\nTravel: Yes - 10% of the time\nMinimum Clearance Required: TS.SCI\nClearance Level Must Be Able to Obtain: None\nPotential for Remote Work: ORA_ON_SITE\n\nDescription\nSAIC is seeking (macOS) Customer Support Analyst to support DCSA's OneIT program out of Quantico, VA. This is a fully onsite position with a target salary of $90-100k.\nIntroduction\nMake a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA). The Air Force Space and Intel (AFSI) Business Group of SAIC is seeking a Customer Support Analyst with macOS focus to support a transformational infrastructure program for DCSA.\nSAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.\nSpecifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, an cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).\nJob Description\nAct as the primary escalation point from Tier I support for issues involving macOS systems, including macOS desktops, laptops, and related peripherals.\nDiagnose and resolve complex technical issues such as system performance, connectivity, and software compatibility problems, with minimal supervision.\nProvide in-depth support for macOS tools, including device enrollment (e.g., Apple Business Manager), system imaging, and mobile device management (MDM) configurations.\nDeliver exceptional customer service by addressing user inquiries, offering technical guidance, and maintaining a professional demeanor during stressful situations.\nCommunicate solutions effectively to end users with varying familiarity with technology, ensuring they fully understand the fix or workaround implemented.\nOwn and manage service tickets escalated from Tier I, ensuring that all tickets are resolved or properly escalated within defined SLAs.\nCollaborate with Tier III engineering teams and other IT staff to identify root causes of recurring macOS issues, propose fixes, and implement permanent solutions.\nInstall, configure, and maintain macOS operating systems and software updates in compliance with government policies and security guidelines.\nMonitor and analyze macOS system performance and optimize configurations as needed.\nMaintain accurate documentation for troubleshooting steps, incident resolution processes, and standard operating procedures related to macOS support.\nProvide weekly or monthly status reports highlighting trends, recurring issues, and recommendations for improvements.\nFollow and enforce cybersecurity protocols to safeguard classified information and ensure compliance with government policies, including STIGs and other relevant security frameworks.\nConduct vulnerability assessments and assist with implementing security patches and endpoint protection measures specific to macOS devices.\nProvide mentorship and guidance to Tier I staff to enhance their macOS troubleshooting skills.\nConduct training sessions or create knowledge articles to improve overall team effectiveness in handling macOS issues.\nQualifications\nIt is required that the Customer Support Analyst with macOS focus have the following qualifications:\nAssociates Degree and Six (6) years or relevant years of experience in lieu of degree.\nActive Top Secret clearance with SCI eligibility is required.\nIAT-II Certification (i.e., Security +CE or equivalent).\nThree (3) to five (5) years of IT support experience with a focus on macOS and Apple devices.\nStrong expertise in troubleshooting macOS operating systems (e.g., Ventura, Monterey, or later versions) and macOS application suite issues.\nFamiliarity with mobile device management (MDM) solutions such as Jamf Pro, Workspace ONE, or Intune.\nHands-on experience with Active Directory integration, network configurations (VPN, Wi-Fi, etc.), and macOS security configurations.\nIn-depth knowledge of Apple device deployment processes, including image creation and management.\nStrong written and verbal communication skills, with the ability to document and explain technical information effectively.\nAbility to work in a high-paced, secure environment, adhering to operational security (OPSEC).","datePosted":"2026-07-18T17:51:41.026Z","dateModified":"2026-07-18T17:51:41.026Z","hiringOrganization":{"@type":"Organization","name":"SAI","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Quantico","addressRegion":"VA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"cda8e65b31dce7f6f687ba7b"},"url":"https://jobsearcher.com/jobs/cda8e65b31dce7f6f687ba7b"}}