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MAC ENGINEER

Transcend LLC
Bethesda, MD Full Time
POSTED ON 2/3/2025
AVAILABLE BEFORE 5/3/2025

MAC Engineer

Remote - On-site location : Bethesda, MD - possibly 1 -4 days / month

US Citizen or Green Card Holder

Public Trust Clearance (be able to pass background check)

Responsibilities

  • Package management in JAMF
  • Routine OS and software patching of Mac endpoints via JAMF
  • Ability to develop and write Standard Operating Procedures for Mac related content (Software use, troubleshooting steps, imaging, user setup, PIV certificate renewal, etc.)
  • Train technicians on how to image and upgrade Mac workstations
  • Facilitate Mac computer upgrades and replacement
  • Use MobileIron to manage Apple mobile devices
  • Ability and willingness to take initiative when new unexpected issues arise
  • Advanced troubleshooting skills when solving IT related issues (Networking, security, Mac, Windows, Linux)
  • Keep up to date with Apple technology changes
  • Ability to work in a team on potentially unfamiliar infrastructure related projects
  • Translating requests from customers to IT team
  • Serves as Tier 3 support for complex incidents and requests escalated from the service desk
  • Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate to vendor (if appropriate) according to service level guidance
  • Records all activities within the NIH central ticket tracking system and documents cases thoroughly and accurately in real-time, per service standards
  • Documents problem resolutions as knowledge records in the IT Knowledge Base
  • Follows quality control workflow to ensure proper documentation and quality of case handling
  • Must coordinate communications channels during major incidents, and record problem investigations in the incident tracking system in a timely fashion
  • Supports image and patch development, testing, and deployment by following established procedures to reduce potential end-user disruptions resulting from patching and upgrade cycles

Qualifications

  • Bachelor’s degree or an Associate degree with at least three (3) years of relevant work experience in Mac-related IT customer support.
  • Requires technical computer and customer service skills
  • General experience includes increasing responsibilities in information technology service management
  • Demonstrated knowledge and understanding of current Apple Macintosh operating systems
  • Hands-on experience leveraging JAMF to support enterprise Mac fleets
  • Security baseline implementation and management for Mac computers (NIST SP 800-219r1)
  • Communication management for patching and end user troubleshooting
  • Developing customized scripting solutions in bash / zshell or for NIX based systems
  • Package management for NIX based endpoints
  • Familiarity and ease troubleshooting Apple iOS devices
  • Translate technical information to non-technical staff
  • Familiarity with evaluating and submitting change management requests
  • Providing strategy and guidance regarding changes to the Mac environment
  • Troubleshooting unique IT issues that may be localized or widespread
  • Working with vendors to evaluate and deploy software / hardware
  • Navigating macOS v12-v15 as well as Terminal, Console, and Disk Utility
  • Comprehensive familiarity with Mac imaging and macOS recovery on both Intel and Apple-Silicon based Macs
  • Strong verbal and written communications skills, with the ability to collaborate and consult with diverse stakeholder groups
  • JAMF 100 Certification
  • Must meet all requirements for obtaining and maintaining a Public Trust Clearance

    • Desired Qualifications

  • Excellent ServiceNow skills
  • Previous experience providing helpdesk support within NIH
  • Possesses one or more of the following certifications :

    • Foundation Certificate in IT Service Management (ITIL) v3 or higher

    Apple Certified Associate – Mac Integration Basics (current or current -1 version)

    Apple Certified Support Professional (current or current -1 version)

    CompTIA A Certified Professional

    CompTIA Network Certified Professional

    CompTIA Security Certified Professional

    JAMF 200 / 300 Certification

  • Experience with server management, Azure, or AWS
  • Experience upgrading or implementing a JAMF environment on premises or within the cloud
  • Exposure supporting users in a graphics-design, video, scientific or lab-based environment
  • Experience administrating Apple mobile devices
  • Familiarity with scientific software packages (PRISM, ImageJ, RStudio, EndNote, etc.)
  • Skilled at creating and editing Microsoft Word, Excel, and PowerPoint documents
  • Experience with SUPERMAN Mac patching tool via JAMF

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