Mac Support Specialist
Ashburn, VA
SUMMARY:
Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government agencies seeking innovative Cloud, Cybersecurity, Knowledge Management, and Enterprise solutions. We know our defense, federal, and civilian customers have critical IT infrastructures that must remain reliable, available, and maximized. Indigo IT is mission focused and committed to maintaining a sense of urgency in anticipating and supporting our customers' technology goals and objectives. Our unique ability to think beyond today allows our clients to stay ahead of their IT challenges. As a Veteran-Friendly employer, we are proudly partnered with the Virginia Values Veterans (V3) Program, and a recipient of the HIRE Vets Gold Medallion Award, which recognizes our commitment to recruiting our nation's Veterans. Recognized on the Inc. 5000 list of America's fastest growing companies in 2020 & 2021 and named as one of the 2022 Best Places to Work in Virginia, we are always looking to hire top talent in the field - come join us today!
As a member of the CBP End User Device IT Management Services team, the Junior Mac Support Engineer will provide onsite support for Apple macOS end users in an enterprise environment. This position is primarily focused on help desk ticket resolution, walk-up support, deskside troubleshooting, appointment-based user support, and escalation of more complex issues to Intermediate and Senior Mac Engineering staff.
The ideal candidate has foundational macOS support experience, strong customer service skills, and an interest in growing into enterprise Apple device management. Experience with Jamf Pro or completion of the Jamf 100 course is preferred but not required. This role is intended for candidates who are developing their technical skills and will receive guidance from Sr. Mac Engineers while supporting day-to-day operational needs.
ESSENTIAL FUNCTIONS/RESPONSIBILITIES:
- Provide onsite deskside and walk-up support for macOS users in an enterprise environment.
- Respond to assigned Mac support tickets using the organization's ticketing system.
- Troubleshoot common macOS issues, including login problems, application issues, network connectivity, printing, peripherals, software updates, and basic user account issues.
- Support Apple MacBooks, desktops, and related peripherals.
- Assist users with common enterprise applications such as Microsoft 365, web browsers, VPN or remote access tools, and approved business applications.
- Provide basic troubleshooting for Adobe Creative Cloud and other commonly used macOS applications.
- Assist with device setup, user onboarding, equipment swaps, and hardware refresh activities.
- Support scheduled onsite appointments and walk-up service requests.
- Document troubleshooting steps, resolutions, and escalation notes clearly in the ticketing system.
- Follow established standard operating procedures, support documentation, and security requirements.
- Assist with basic inventory validation and IT asset management activities.
EDUCATION, EXPERIENCE, CERTIFICATIONS, and QUALIFICATIONS:
- Current CBP Background Investigation or Top-Secret clearanceadjudicated within the last 5 years (preferred), US Citizenship with ability to obtain a Federal Public Trust clearance (REQUIRED).
- Bachelor's degree in Information Systems or related field; in lieu of degree 1-2+ years of experience providing IT administration and/or engineering services of direct macOS and Jamf experience with a Jamf Certified Associate (Jamf 100) or greater certification
- 0-2 years of IT help desk, deskside support, or technical support experience preferred.
- Foundational experience supporting macOS devices is preferred.
- Experience supporting users in an enterprise, government, or managed IT environment is a plus.
- Jamf 100 / Jamf Certified Associate is preferred but not required.
- Apple Certified Support Professional (ACSP) is preferred but not required.
- Apple device support experience, Apple certification, or Apple retail/business support experience is a plus.
- Experience with Microsoft 365, Active Directory, Intune, or remote support tools is a plus.
- ITIL Foundations certification is preferred but not required.
- Experience with ServiceNow is desired but not required.
SPECIFIC KNOWLEDGE, SKILLS, & ABILITIES:
- Basic working knowledge of macOS, including System Settings, user accounts, application installation, software updates, networking, printers, and common troubleshooting workflows.
- Ability to follow documented procedures for troubleshooting, escalation, device setup, and user support.
- Ability to provide professional in-person support to end users, including walk-up and appointment-based support.
- Basic understanding of enterprise IT concepts such as ticket queues, endpoint management, asset tracking, access control, and security compliance.
- Familiarity with Jamf Pro concepts such as inventory records, policies, Self Service, configuration profiles, and device management is preferred but not required.
- Basic understanding of Active Directory, PIV/smart card authentication, certificates, VPN, and enterprise login workflows is helpful but not required.
- Ability to communicate technical information clearly to both technical and non-technical users.
- Ability to work onsite as part of a larger support and engineering team.
- Interest in developing skills in Jamf Pro, macOS security, scripting, patching, and enterprise Apple device management.
- Strong ability to work with cross functional teams to include but not limited to, cybersecurity, windows desktop management, upper and government management, and field support.
- Experience with Intune, M365, and MS Active Directory a plus.
- Experience with the macOS Security Compliance Project (mSCP) a plus.
At Indigo IT, we offer an expansive benefits package for our employees, which includes: Medical, Dental, and Vision coverage options. In addition, we offer 401(k) with company match, Group life and disability, Flex Spending Accounts (FSA), Paid Time Off (PTO), Paid holidays, and Education assistance. We also have in house training programs for employees, we reward thought leadership with bonuses and recognition for publishing, speaking, and innovative thought leadership in our industry.
Indigo IT is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. This employer uses E-Verify.
|
Indigo IT, LLC
paid time off, paid holidays, 401(k)
Jun 03, 2026