As an integral member of the CBP End User Device IT Management Services team, the Intermediate Mac Support Engineer will be responsible for the support and administration of a distributed macOS desktop environment, utilizing enterprise-scale technical experience with cloud and hybrid infrastructures, architecture designs, technology management and analytics for on-premises, hybrid, and internet-based devices. The ideal candidate will be a part of the Apple Engineering team to achieve customer requirements, provide expertise enhancing the macOS end-user experience, providing support, and promoting security compliance.

This Hybrid position requires that you live within commuting distance from Ashburn, VA however remote option will be considered and approved on a case-by-case basis if an option.

• Mac experience in an Enterprise Environment is desired
• Intermediate Mac Engineer will possess system knowledge in the areas of macOS Imaging, Patching, Application Packaging, System Certificates, PIV (Smart Card) and Active Directory authentication, and macOS cybersecurity hardening guidelines to effectively support and grow these technologies
• Participate in onsite rotation schedule to provide desk-side support
• Good knowledge/understanding of networking fundamentals (VLANS, Switch accesses and configuration etc)
• Provide support for all Apple MacBooks, Workstations, and Servers
• Experience with a ticketing system (ServiceNow) is a plus
• Utilizing Jamf Pro to ensure a standard version level of macOS and applications across all Macs
• Experience in macOS desktop and server support skills
• Experience supporting macOS across a range of versions
• Experience supporting common macOS applications such as Adobe Creative Cloud and M365 Apps
• Experience with using and administrating Profiles and Policies using Jamf Pro version 11.0 or later
• Experience using terminal commands and simple Bash scripts
• IT Asset Management
• Critical Thinking
• Collaboration
• Problem Solving
• Communications
• Cybersecurity Awareness

• Current CBP Background Investigation or Top Secret clearance adjudicated 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 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.
• Experience utilizing enterprise management systems such as Jamf, Microsoft Intune, and Active Directory.
• Demonstrated experience within a distributed environment of at least 1,000 workstations and/or servers is ideal.
• Intermediate level knowledge for Jamf configuration and operations to include patching, configuration profiles, operating system upgrades, and security configurations.
• Experience with on premise, or distributed cloud, and hybrid infrastructures.
• Working knowledge of macOS operating system, to include image management, OSD (operating system deployment) and servicing updates.
• Strong understanding of web browser management for security zones, document modes, and add-ons. The ability to troubleshoot web apps, site security or compatibility related issues for Safari, Chrome, and FireFox.
• Understanding of Line-of-Business (LOB) apps with regards to troubleshooting failed installations or updates.
• Working knowledge of application requirements gathering, analysis, testing, benchspaning, and system/software integration.
• Use of Remote Admin Tools for building and validating test cases.
• Outstanding interpersonal and communication skills with the ability to effectively communicate with stakeholders at any business level.
• Ability to constantly grow as a team member with the technical aptitude to quickly learning new technologies and understand relevant cloud trends.
• 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.
• Proficiency in scripting techniques involved with desktop system automation and management.
• Experience with Intune, M365, and MS Active Directory a plus.
• Experience with the macOS Security Compliance Project (mSCP) a plus.
• Excellent collaborative, written, and verbal communication skills.
• Strong attention to detail and the ability to produce accurate and thorough documentation.

Desired Qualification:

• ITIL v3 Foundations Certification is highly desired, but not required.
• Apple Certified Support Professional is highly desired, but not required.
• Experience with ServiceNow is desired, but not required.
• Experience with Beyond Trust Remote Support is desired but not required.

Work Environment:

• Hybrid and onsite supporting a scheduled rotation in an office setting
• Occasional travel may be required

This Hybrid position requires that you live within commuting distance from Ashburn, VA however remote option will be considered and approved on a case-by-case basis if an option.

Work Where it Matters

Cloud Lake Technology, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At Cloud Lake, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, Cloud Lake provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, Cloud Lake delivers highly specialized, data-centric services and technology solutions that break down organizational boundaries and transform mission delivery.

As a Cloud Lake employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.