Tantus Technologies is seeking a highly skilled and proactive Mac Desktop Engineer to provide advanced technical support for the macOS environment under the NSITES III contract. This role involves resolving complex technical issues, managing escalations, and serving as a backup to the Mac Systems Engineer. The Mac Desktop Engineer will utilize Jamf Pro to assist in device management, software distribution, and maintaining system stability and security. The ideal candidate will have a strong background in macOS support and a deep understanding of enterprise-level Mac management.

• Provide Tier 3 technical support for complex issues related to macOS environments, including hardware, software, and network problems.
• Act as an escalation point for the Service Desk, ensuring that challenging issues are resolved quickly and effectively.
• Troubleshoot and resolve issues related to software deployment, patch management, and system configurations using Jamf Pro.
• Manage the deployment and management of software updates using Jamf Pro, ensuring that all Mac systems are up-to-date and secure.
• Monitor the health and performance of Jamf Pro deployments, identifying and resolving issues that may impact software distribution or system stability.
• Provide guidance and support to other IT staff on the use of Jamf Pro for macOS management tasks.
• Manage device enrollment, patching, and configuration using federal-approved MDM tools (Jamf Pro, Intune, Kandji, etc.) in alignment with NIST, FISMA, and FedRAMP policies.
• Ensure that all macOS devices are compliant with federal security standards, including implementing security patches and updates as required.
• Collaborate with the Information Security team to conduct security assessments and audits, ensuring that all Mac systems are secure and compliant.  Support Authority to Operate (ATO) requirements.
• Regularly review security settings and policies, recommending improvements to enhance the security of the macOS environment.
• Maintain detailed documentation of macOS support activities, including issue resolutions, system configurations, and Jamf Pro deployments.
• Develop and update troubleshooting guides and knowledge base articles to assist the Service Desk and other IT staff.
• Provide training and mentorship to junior support staff, helping them develop their technical skills and knowledge.
• Work with other IT teams, including network and security, to ensure seamless integration and support for macOS environments.

• Education: B.S. in Computer Science, Information Technology, or a related field, or equivalent experience.
• Experience: Minimum of 3-5 years of experience in macOS support, with a focus on enterprise environments and Jamf Pro.
• Technical Expertise:
• Proficiency in Jamf Pro for device management, software distribution, and patch management.
• Extensive experience troubleshooting macOS operating systems, Apple hardware, and software issues in an enterprise environment.
• Experience with ITIL processes and federal ITSM tools (ServiceNow, Remedy).
• Knowledge of security best practices for macOS environments and compliance with federal standards.
• Familiarity with federal security controls, patch management, and endpoint monitoring tools.
• Familiarity with Commvault Metallic a plus.

• Required Certification: Entry-level Jamf Pro certification (such as Jamf Certified Associate).
• Desirable Certs: Apple Certified Support Professional (ACSP) or equivalent. ITIL 4 Foundations certification.

• Excellent problem-solving skills, with the ability to diagnose and resolve complex technical issues related to macOS environments.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team, with a strong focus on delivering high-quality support.
• Ability to work in a fast-paced, team environment supporting 1600+ end-users
• Strong interpersonal and customer service skills
• Proficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, and Teams
• Experience supporting customer remote access via VPN and Citrix
• Working knowledge of Active Directory, GPOs, and local machine policies
• Experience supporting user account information including rights, security, and systems groups
• Experience supporting mobile devices such as iPhones and iPads
• Energy and passion to create new solutions and drive positive change
• Strong analytical and problem-solving skills and ability to troubleshoot problems quickly
• Ability to work effectively with little supervision in cross-functional teams
• Experience in a Service Level Agreement (SLA)-driven environment
• Commitment to and compliance with the organization's policies and procedures
• Experience documenting processing as Standard Operating Procedures (SOPs) and in a Knowledgebase format

• Experience providing support to a large (>300) community of Mac users.
• Previous experience working in a scientific research environment a plus.
• Previous experience working for a federal client

$120-$130K