Macos Customer Support Engineer - SBG

SBG Technology Solutions, Inc. (SBG), a DSS, Inc. company, offers IT Governance, Systems Engineering, Enterprise Modernization, Artificial Intelligence, and Cybersecurity innovation to federal and commercial clients nationwide.

If you are passionate about protecting the nation's critical infrastructure and thrive in a dynamic, mission-driven environment, we want to hear from you.

Overview

SBG Technology Solutions is seeking a skilled and mission-driven macOS Customer Support Engineer to join our growing federal technology team. In this role, you will serve as the primary customer-facing team member for macOS-related issues, directly supporting federal employees who are on the front lines of securing the nation's critical cyber and physical infrastructure.

We are looking for candidates who are customer-focused, mission-oriented, and collaborative. Ideal team members bring strong macOS support expertise, the ability to resolve technical issues efficiently and professionally, and the interpersonal skills needed to build lasting trust with federal end users. Just as importantly, successful candidates embrace a team-first culture, actively contribute to process improvements, and are motivated by the privilege of supporting one of the most consequential cybersecurity missions in the federal government.

Conditions of Employment

• Must be a US Citizen or Permanent Resident (authorized to work in the US without current or future visa sponsorship).

• Must be able to pass a federal background check.

• Must be eligible to obtain and maintain a DHS security clearance.

What We Offer

At SBG Technology Solutions, we invest in the professionals who power our mission. When you join our team, you can expect:

• Play a direct role in supporting federal operations that safeguard the nation's cyber and physical infrastructure.

• Collaborate with a diverse team of engineers, federal stakeholders, and IT professionals who are passionate about what they do.

• Grow your federal IT career with access to professional development resources, certifications, and continuous learning opportunities.

• Competitive medical, dental, and vision coverage for you and your family.

• Salary and benefits commensurate with experience and federal contracting standards.

• Vacation, personal, and sick leave, plus paid federal holidays.

• Employer-matching retirement contributions to support your long-term financial well-being.

• Financial assistance and dedicated time to pursue relevant industry certifications and training.

• Work with industry-leading enterprise macOS management tools and platforms in a sophisticated federal IT environment.

A macOS Customer Support Engineer will:

• Serve as the primary customer-facing interface for macOS-related incidents and service requests, delivering exceptional support to federal employees in a high-stakes environment.

• Triage and resolve tickets escalated from the help desk involving macOS endpoints, JAMF, or mobility services in a timely and professional manner.

• Assist with imaging, patching, application deployment, and account management for macOS devices across the enterprise.

• Collaborate with Tier 3/4 engineers to escalate complex issues and implement effective, enterprise-wide solutions.

• Write, bench test, and maintain Shell/Bash/Python scripts to automate and optimize endpoint management tasks.

• Provide training and guidance to end users on macOS features, organizational policies, and security best practices consistent with federal security requirements.

Other Duties:

• Abide by all policies set forth in the SBG and Departmental Handbook, including timely Timesheet and Expense submissions.

The preceding functions are examples of the work performed by employees assigned to this job classification. Management reserves the right to add, modify, change, or rescind work assignments and make reasonable accommodations as needed.

Security and Privacy Responsibilities

Individuals working for DSS or any Subsidiary will be subject to security and privacy requirements as explained in HIPAA, FedRAMP, and NIST 800-53. Additionally, they are required to undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities in the day-to-day performance of their duties. Individuals working in departments that are considered to be in the high-risk category will be required to undergo advanced training based on their role and level of access. Individuals with access to modify data and the configuration baseline will require further training.