macOS Customer Support Engineer - SBG

## Description

SBG Technology Solutions, Inc. (SBG), a DSS, Inc. company, offers IT Governance, Systems Engineering, Enterprise Modernization, Artificial Intelligence, and Cybersecurity innovation to federal and commercial clients nationwide.

If you are passionate about protecting the nation's critical infrastructure and thrive in a dynamic, mission-driven environment, we want to hear from you.

## **Overview**

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.

**Conditions of Employment**

• Must be a US Citizen or Permanent Resident (authorized to work in the US without current or future visa sponsorship).
• Must be able to pass a federal background check.
• Must be eligible to obtain and maintain a DHS security clearance.

**What We Offer**
At SBG Technology Solutions, we invest in the professionals who power our mission. When you join our team, you can expect:

• Play a direct role in supporting federal operations that safeguard the nation's cyber and physical infrastructure.
• Collaborate with a diverse team of engineers, federal stakeholders, and IT professionals who are passionate about what they do.
• Grow your federal IT career with access to professional development resources, certifications, and continuous learning opportunities.
• 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.
• Work with industry-leading enterprise macOS management tools and platforms in a sophisticated federal IT environment.

**A macOS Customer Support Engineer will:**

• 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.

**Other Duties:**

• Abide by all policies set forth in the SBG and Departmental Handbook, including timely Timesheet and Expense submissions.

*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.*

**Security and Privacy Responsibilities**

Individuals working for DSS or any Subsidiary 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 that are considered to be in the high-risk category will be required to undergo advanced training based on their role and level of access. Individuals with access to modify data and the configuration baseline will require further training.

## Qualifications

**Required Skills**

• 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.

**Preferred:**

• 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

**Education**
**Required:** Bachelor of Science (B.S.) degree in Computer Science, Computer Engineering, Information Technology, or a closely related discipline.
**Preferred:**An equivalent combination of education, professional training, and directly applicable work experience may be considered in lieu of a degree.
**Certification(s) / Licenses**
The following certifications are required for this role. Candidates holding these credentials will receive strong preference during the evaluation process:
| Certification | Status |
| --- | --- |
| **Apple Certified Support Professional (ACSP)** | Required |
| **Apple Certified IT Professional (ACITP)** | Required |
| **Apple Device Support** | Required |
| **CompTIA Security+** | Required |
| **JAMF Certified Associate or Administrator** | Preferred |
| **DHS Security Clearance Eligibility** | Required |
**Years of Experience in a Similar Role**
**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.

**Preferred:**

• Background working within a tiered IT support structure (Tier 2/3) in a large enterprise or government setting.

## **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 less up to 10% per year, via aircraft or privately owned vehicle. |

**SBG, Inc. is an Equal Opportunity Employer**

***If you need an accommodation seeking employment with SBG, Inc., please email <[email hidden]> or call (703) 299-9093. Accommodations are made on a case-by-case basis.***