Senior Technical Support Specialist

ERT, Inc.; Arlington (VA); On-site; USD 110,000 - 150,000; Full time

Job summary

ERT, Inc. in Arlington, Virginia, seeks a Senior Technical Support Specialist to provide advanced macOS, Jamf, and mobile device support across enterprise environments, delivering white-glove service to executives and VIP stakeholders.

The role ensures optimal performance, security, and usability of Apple endpoints with a concierge-level approach. You will handle high-touch support, document processes, and collaborate with engineering to resolve issues while safeguarding sensitive information.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Hands-on experience with MacBooks and Apple mobile devices.
• Understanding of Apple hardware, macOS internals, SSO, MDM, and endpoint security.
• Proven experience delivering high-touch, white-glove support to VIPs or executives.
• Ability to handle sensitive information with confidentiality and professionalism.
• Strong communication and problem-solving skills with calm de-escalation.
• Eligible to obtain DHS EOD clearance (US citizenship and favorable background).

Responsibilities

• Deliver concierge-level support for VIPs, executives, and mission-critical personnel.
• Provide in-person and remote assistance with minimal disruption to VIPs' schedules and responsibilities.
• Perform tailored device setups, personalized configurations, and rapid issue resolution.
• Maintain clear, non-technical explanations of technical issues for stakeholders.
• Maintain accurate ticketing, documentation, SOPs, and knowledge articles.
• Escalate security or operational risks and collaborate with engineering to resolve.

Skills

VIP support

MacOS support

Apple devices

Customer service

Security/compliance

De-escalation

Communication

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jamf Pro

SSO / MDM

End-user ticketing

Job description

Senior Technical Support Specialist

We are seeking Senior Technical Support Specialist to provide advanced macOS, Jamf, and mobile device support across enterprise environments, delivering exceptional white‑glove service to executives, senior leadership, and VIP stakeholders. This role ensures optimal performance, security, and usability of Apple endpoints and mobility platforms, while maintaining a professional, concierge‑level support experience that prioritizes responsiveness, discretion, and technical excellence.

Key Responsibilities

• Deliver highly responsive, concierge‑level support for VIPs, including executives, government leadership, directors, and mission‑critical personnel.
• Provide efficient in‑person and remote assistance with minimal disruption to VIPs' schedules and responsibilities.
• Perform tailored device setups, personalized configurations, and rapid issue resolution.
• Maintain a professional demeanor, exceptional communication, and the ability to translate technical issues into clear, non‑technical explanations.
• Maintain accurate ticketing, documentation, SOPs, and knowledge articles related to Apple device and mobility support.
• Escalate security or operational risks proactively; collaborate with engineering to drive resolution.

Required Qualifications

• Bachelor's degree in a related field with 4 years or relevant experience, or 8 hours of applicable experience in lieu of a degree.
• Hands‑on experience with MacBooks and Apple mobile devices.
• Basic understanding of Apple hardware, macOS internals, SSO, MDM, certificates, networking, and endpoint security.
• Proven experience delivering high‑touch, white‑glove support to VIPs or executive leadership.
• Ability to handle sensitive information with confidentiality and professionalism.
• Strong customer service, communication, and problem‑solving skills; ability to de‑escalate issues calmly and effectively.
• Must be eligible to obtain a Department of Homeland Security EOD clearance (Requirements 1. US Citizenship, 2. Favorable Background Investigation).

Preferred Qualifications

• Experience with ServiceNow.
• Jamf 200, 300, or 400 certification(s).
• Apple ACSP or ACTC certification.
• Experience in federal environments or organizations with strict security requirements.
• Familiarity with Zero Trust, NIST 800‑53 controls, endpoint hardening, and mobile security frameworks.

About Us

Formed through the strategic union of Sev1Tech and ERT, Entarian is a premier provider of mission‑critical engineering and technology solutions. Founded on a legacy of excellence dating back to 1993, Entarian is a product of an evolved and fully diversified engineering and federal technology leader. From deep space to defense and civilian missions, Entarian delivers secure, mission‑aligned digital solutions that drive national resilience and operational effectiveness. We don't just support modernization; we define it.

Entarian is an Equal Opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.