mPower is looking for a well-rounded Mac Engineer to join our team. Our team consists of experts and professionals who have experience in management, administration, consulting, and technology. This position seeks to implement positive mission-oriented change, to deliver tangible operational results, and to build and continuously improve the organization.
Job Responsibilities
- Serve as an additional escalation resource for the Help Desk and computer user community, providing Tier 3 support to the Desktop Tier 2 team for advanced Mac troubleshooting
- Administer central desktop management services (currently JAMF Pro for macOS) used to provision and deploy computers for staff use
- System engineering, administration, and maintenance of the JAMF environment
- Build, configure, test, and deploy macOS images in JAMF Pro
- Perform desktop software deployments, configuration deployments, and desktop system patching
- Perform centralized antivirus management, group policy management, and security endpoint management for all desktop systems
- Assist the cyber security team with vulnerability mitigation and implement security patches as needed
- Maintain and upgrade servers related to JAMF Pro on Windows Server or Linux hosts
- Configure and maintain network file shares associated with Mac installers, SOPs, etc.
- Coordinate with the Contracting Officer’s Representative (COR) and customer technical staff on desktop issues, and with office automation network administration staff on network-related issues
- Monitor and respond to application and system alerts according to established monitoring plans
- Coordinate communication channels during major incidents and record problem investigations in ServiceNow in a timely manner
- Develop tools for system-wide use in developing applications
- Create and maintain Standard Operating Procedures (SOPs) and system documentation
- Report on progress to project leadership and the customer
Required Qualifications
- Bachelor’s degree with 5+ years of relevant work experience in IT customer support, OR an Associate degree or High School diploma with 7+ years of relevant work experience
- Must have, or be able to obtain within six (6) months of contract award, a Level 5 (NACI) security clearance
- ITIL v3 Foundation Certificate (at minimum)
- One or more of the following certifications:
- Microsoft Certified Solutions Expert (MCSE) – current or current version -1
- Jamf Certified Admin – current or current version -1
- GIAC Security Essentials (GSEC)
- GIAC Certified Windows Security Administrator (GCWN)
- (ISC)² Certified Information Systems Security Professional (CISSP)
- Tier 2 and Tier 3 support experience
- Experience in an enterprise environment supporting a large user base organization
- Experience with JAMF Pro administration
- Strong technical computer and customer service skills
Desired Qualifications
- Active Level 5 (NACI) security clearance
- Additional Jamf or ITIL certifications beyond the minimum requirements
- Experience with ServiceNow and/or JIRA
- Experience supporting a federal government customer
mPower, Inc. is an Equal Opportunity/Affirmative Action employer. Qualified applicants or employees will receive consideration for employment without regard to race, color, religion, ethnic or national origin, ancestry, age, sex, sexual orientation, gender identity, pregnancy (including childbirth or related condition), citizenship, familial status, mental or physical disability status, veteran status, genetic information, other non-disqualifying disability, or any other characteristic protected by law.
Skills Required
- Bachelor's degree and 5+ years of relevant IT customer support experience, or an Associate degree/high school diploma and 7+ years of relevant experience
- Must have or obtain within six months of contract award a Level 5 NACI security clearance
- ITIL v3 Foundation certification
- One or more of MCSE, Jamf Certified Admin, GSEC, GCWN, or CISSP certifications
- Tier 2 and Tier 3 support experience
- Experience supporting a large user-base organization in an enterprise environment
- Experience administering JAMF Pro
- Strong technical computer and customer service skills
- Active Level 5 NACI security clearance
- Additional Jamf or ITIL certifications
- Experience with ServiceNow and/or JIRA
- Experience supporting a federal government customer
What We Do
mPower, Inc. (mPower Software Services) is a technology services and staffing firm that provides customized IT solutions and application development. The company specializes in connecting IT professionals with the technology needs of employers and serves a diverse client base, ranging from Fortune 500 leaders to the U.S. government, notably securing prime contracts with the Federal Aviation Administration to provide comprehensive technical support services.
