macOS Support Analyst — Enterprise IT & Security

Saic; Alexandria (VA); On-site; USD 80,000 - 120,000; Full time

Job summary

SAIC in Alexandria, VA is seeking a macOS-focused Customer Support Analyst to support the DCSA OneIT program onsite.

You will act as the Tier I escalation point for macOS desktops, diagnose complex issues, configure MDMs, imaging, and device enrollment.

The role requires TS clearance with SCI eligibility, strong communication, adherence to STIGs, and collaboration with Tier III teams; target salary $90–$100k.

Qualifications

• Associates Degree and six years of IT experience in lieu of degree.
• Active Top Secret clearance with SCI eligibility is required.
• IAT-II Certification (Security +CE or equivalent).
• 3–5 years of IT support experience with a focus on macOS and Apple devices.
• Strong troubleshooting for macOS OS versions (Ventura/Monterey or later).
• Familiarity with MDM solutions such as Jamf Pro, Workspace ONE, or Intune.
• Active Directory integration, VPN/Wi‑Fi, and macOS security configurations.
• Apple device deployment, image creation and management.
• Strong written and verbal communication to document and explain tech.
• Ability to work in a high-paced secure environment with OPSEC.

Responsibilities

• Act as the primary escalation point from Tier I for macOS issues.
• Diagnose and resolve complex macOS issues with minimal supervision.
• Provide in-depth support for macOS tools including device enrollment, imaging and MDM configurations.
• Deliver excellent customer service and guide end users clearly.
• Own and manage tickets escalated from Tier I within SLAs.
• Collaborate with Tier III teams to identify root causes and implement fixes.
• Install, configure, and maintain macOS systems and updates per policy.
• Monitor macOS performance and optimize configurations as needed.
• Maintain documentation for troubleshooting steps and SOPs.
• Provide regular status reports and recommendations for improvements.
• Follow security protocols including STIGs to protect classified info.
• Assist with vulnerability assessments and patching for macOS endpoints.
• Mentor Tier I staff and contribute to knowledge articles.

Skills

Customer service

Problem solving

Communication skills

Team collaboration

Education

Associate degree or 6 years IT experience

Tools

Apple Business Manager

Jamf Pro

Workspace ONE

Intune

Active Directory

Image deployment

STIGs

Job description

SAIC in Alexandria, VA is seeking a macOS-focused Customer Support Analyst to support the DCSA OneIT program onsite.

You will act as the Tier I escalation point for macOS desktops, diagnose complex issues, configure MDMs, imaging, and device enrollment.

The role requires TS clearance with SCI eligibility, strong communication, adherence to STIGs, and collaboration with Tier III teams; target salary $90–$100k.