Customer Service Professional II - macOS

Key Tasks & Responsibilities

Technical Support & Troubleshooting

Provide Tier 2-3 support for macOS desktops, laptops, and peripherals.

Diagnose and resolve hardware, software, and macOS operating system issues.

Troubleshoot enterprise applications, email systems, and directory services on macOS platforms.

Support installation, configuration, and updates of macOS and related applications.

Escalate complex issues to Tier 3 or engineering teams when necessary.

Support setup, maintenance, and troubleshooting of Apple systems.

Assist with imaging, configuration, and deployment of Mac systems.

Verify hardware functionality and ensure adherence to organizational standards.

Update and maintain asset records in ITSM/ITAM tools (e.g., ServiceNow).

Assist with inventory tracking and lifecycle management activities.

Customer Service & End-User Support

Deliver support via phone, email, web, and in-person channels.

Respond to incidents and service requests in accordance with SLAs.

Communicate effectively with users regarding issue status and resolution.

Maintain a high level of customer satisfaction through professional service delivery.

Document solutions and contribute to macOS knowledge base resources.

Mac Endpoint Support & Management

Assist with provisioning, configuration, and deployment of macOS devices.

Support device management platforms (e.g., JAMF, Intune, or equivalent).

Apply patches, updates, and security configurations to macOS systems.

Ensure compliance with organizational policies and security standards.

Support integration with enterprise services (e.g., Active Directory, Azure AD).

Service Management & Documentation

Document incidents, requests, and resolutions in ITSM systems.

Follow established processes for incident, request, and change management.

Assist in tracking service metrics such as resolution time and ticket volume.

Ensure compliance with IT policies, procedures, and security requirements.

Collaboration & Support

Work closely with Help Desk, Windows support teams, MAC teams, and warehouse staff.

Assist with deployments, relocations, and refresh initiatives.

Provide guidance to Tier 1 support personnel on macOS-related issues.

Participate in team meetings, training, and continuous improvement efforts.

Required Skills & Competencies

Strong knowledge of macOS operating systems and Apple hardware

Experience troubleshooting macOS software and hardware issues

Familiarity with enterprise tools and services (e.g., Active Directory, email platforms)

Experience with device management tools (e.g., JAMF, Intune)

Strong customer service and communication skills

Ability to manage multiple tasks and prioritize effectively

Preferred Qualifications

Experience with ITSM tools (e.g., ServiceNow)

Experience in federal or government IT environments

Work Environment

Office and/or customer-site environment

May require physical handling of IT equipment and on-site support

Education & Experience

Education

Associate or Bachelor’s degree in Information Technology, Computer Science, or related field

(or equivalent experience)

Experience

3–5 years of experience supporting macOS in an enterprise environment

Experience with Tier 2-3 troubleshooting and support

Experience with Apple device management tools preferred

Certifications

Apple certifications (e.g., Apple Certified Support Professional – ACSP)

JAMF or other MDM certifications

ITIL certification preferred.

Security Clearance

Applicants must be able to obtain a Public Trust clearance