Customer Service Professional II - macOS

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Service Professional II - macOS who is responsible for providing intermediate to advanced technical support for Apple macOS-based systems within an enterprise environment. This role supports end users by troubleshooting hardware, software, and operating system issues, ensuring timely resolution of service requests, and maintaining high levels of customer satisfaction.

The position serves as a Tier 2-3 support resource, handling escalated issues from Tier 1-2 support and contributing to the stability, security, and performance of macOS endpoints.

Key Tasks & Responsibilities

Technical Support & Troubleshooting

• Provide Tier 2-3 support for macOS desktops, laptops, and peripherals.
• Diagnose and resolve hardware, software, and macOS operating system issues.
• Troubleshoot enterprise applications, email systems, and directory services on macOS platforms.
• Support installation, configuration, and updates of macOS and related applications.
• Escalate complex issues to Tier 3 or engineering teams when necessary.
• Support setup, maintenance, and troubleshooting of Apple systems.
• Assist with imaging, configuration, and deployment of Mac systems.
• Verify hardware functionality and ensure adherence to organizational standards.
• Update and maintain asset records in ITSM/ITAM tools (e.g., ServiceNow).
• Assist with inventory tracking and lifecycle management activities.

Customer Service & End-User Support

• Deliver support via phone, email, web, and in-person channels.
• Respond to incidents and service requests in accordance with SLAs.
• Communicate effectively with users regarding issue status and resolution.
• Maintain a high level of customer satisfaction through professional service delivery.
• Document solutions and contribute to macOS knowledge base resources.

Mac Endpoint Support & Management

• Assist with provisioning, configuration, and deployment of macOS devices.
• Support device management platforms (e.g., JAMF, Intune, or equivalent).
• Apply patches, updates, and security configurations to macOS systems.
• Ensure compliance with organizational policies and security standards.
• Support integration with enterprise services (e.g., Active Directory, Azure AD).

Service Management & Documentation

• Document incidents, requests, and resolutions in ITSM systems.
• Follow established processes for incident, request, and change management.
• Assist in tracking service metrics such as resolution time and ticket volume.
• Ensure compliance with IT policies, procedures, and security requirements.

Collaboration & Support

• Work closely with Help Desk, Windows support teams, MAC teams, and warehouse staff.
• Assist with deployments, relocations, and refresh initiatives.
• Provide guidance to Tier 1 support personnel on macOS-related issues.
• Participate in team meetings, training, and continuous improvement efforts.

Required Skills & Competencies

• Strong knowledge of macOS operating systems and Apple hardware
• Experience troubleshooting macOS software and hardware issues
• Familiarity with enterprise tools and services (e.g., Active Directory, email platforms)
• Experience with device management tools (e.g., JAMF, Intune)
• Strong customer service and communication skills
• Ability to manage multiple tasks and prioritize effectively

Preferred Qualifications

• Experience with ITSM tools (e.g., ServiceNow)
• Experience in federal or government IT environments

Work Environment

• Office and/or customer-site environment
• May require physical handling of IT equipment and on-site support

Education & Experience

Education

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field
  (or equivalent experience)

Experience

• 3-5 years of experience supporting macOS in an enterprise environment
• Experience with Tier 2-3 troubleshooting and support
• Experience with Apple device management tools preferred

Certifications

• Apple certifications (e.g., Apple Certified Support Professional - ACSP)
• JAMF or other MDM certifications
• ITIL certification preferred.

Security Clearance

• Applicants must be able to obtain a Public Trust clearance

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.