macOS SME / Level 3 IT Technician

macOS SME / Level 3 IT Technician

We are seeking an experienced Engineering Lead macOS Subject Matter Expert (SME) / Level 3 IT Technician to join our onsite support team in Washington, DC. The ideal candidate will possess deep technical expertise in macOS environments, exceptional scripting skills, and strong experience with JAMF Pro. This is a client-facing role supporting end users, including VIPs and executives, requiring a high level of professionalism, technical proficiency, and independence.

Technical Skills Required:

• Operating Systems: Expert-level experience with macOS and iOS. Working knowledge of Windows 10.
• Deployment & Management: macOS automated system deployment. JAMF Pro application packaging, OS customization, and policy management. Knowledge of Microsoft Intune and FileWare.
• Scripting Languages: AppleScript, Bash, Awk, Python. Familiarity with PowerShell, VBScript.
• Security Tools: Endpoint Security solutions: Carbon Black, Pulse Secure, FileVault2.
• Directory Services & Communication Tools: Microsoft Active Directory. MS Teams, Zoom, WebEx.
• Service Management & Troubleshooting: Familiarity with ServiceNow (SNOW). Problem management and root cause analysis skills.

Key Responsibilities:

• Serve as the primary onsite macOS expert, offering Level 3 support to end users and executives.
• Build and distribute macOS applications using JAMF Pro and automate deployment processes.
• Write and maintain scripts to automate common tasks, including endpoint naming.
• Provide hands-on support for Apple hardware and macOS software issues.
• Install, configure, and troubleshoot network/local printers, scanners, and MS Office applications.
• Monitor ServiceNow console and assign/complete service tickets accurately and promptly.
• Remove malware using tools and software update deployments.
• Assist with email and internet configuration and troubleshooting (Exchange, POP3, SMTP).
• Provide training and documentation to clients on macOS systems and software usage.
• Assist with Active Directory tasks including domain joins and account management.
• Support workstation installation, data migration, and basic network troubleshooting.
• Create and maintain process documentation and knowledge base articles.

Qualifications:

• Proven experience in macOS system administration and IT support.
• Strong JAMF Pro experience required.
• Excellent scripting skills for macOS environments.
• Ability to handle VIP user support with professionalism and discretion.
• Able to work independently with minimal supervision.
• Strong organizational and communication skills.
• Physically capable of lifting up to 25 lbs when needed.
• Bachelor's degree or relevant IT certifications preferred.