macOS Support Analyst

The macOS Support Analyst is responsible for providing advanced technical support for macOS endpoints, handling escalations from Level 1 and Level 2 support teams, packaging and deploying applications, maintaining and troubleshooting policies, and partnering with engineering and other technology teams on new configurations, standards, and endpoint management improvements.

This role requires strong Jamf and macOS troubleshooting experience, a solid understanding of enterprise endpoint management, and the ability to work across technology and business teams to deliver reliable and secure Mac services.

Key Activities for the macOS Support Analyst include:

• Serve as the escalation point for complex macOS issues involving hardware, operating systems, applications, VPN, Wi-Fi, certificates, authentication, performance, and security tools.

• Troubleshoot environmental issues with macOS device enrollment using Jamf and over-the-air provisioning.

• Package, test, deploy, and maintain macOS applications using Jamf, including application updates, deployment failure remediation, rollback procedures, and compatibility testing• Partner with engineering and other technology teams to support the implementation of new configurations, standards, and endpoint management improvements.

• Identify recurring issues, recommend process improvements, and contribute to automation where appropriate.

• Create and maintain knowledge base articles, support runbooks, and application packaging documentation.

• Mentor Level 1 and 2 technicians by providing guidance, troubleshooting steps, and escalation feedback.

Basic Qualifications:

Bachelor's degree and 2 years of Information Systems experience

OR

Associate's degree and 4 years of Information Systems experience

OR

High school diploma/GED and 8 years of Information Systems experience

AND

2+ years of experience with enterprise management tools such as Jamf Pro, Microsoft Intune, Workspace ONE.

Preferred Qualifications:

• 5+ years of technical support experience, including 3+ years supporting macOS in an enterprise environment.

• Strong knowledge of macOS troubleshooting, administration, security, and endpoint lifecycle management.

• Experience troubleshooting Microsoft Entra ID (Azure AD), Active Directory, Okta, Ping Identity, or similar identity platforms.
• Experience supporting Apple Business Manager, Managed Apple IDs, Automated Device Enrollment (ADE), and Apple device enrollment processes.
• Experience packaging and deploying macOS applications.Working knowledge of macOS security technologies including FileVault, Gatekeeper, Privacy Preferences Policy Control (PPPC), System Extensions, and endpoint compliance controls.
• Experience analyzing macOS system logs, Jamf logs, and application logs to diagnose and resolve complex technical issues.
• Understanding of TCP/IP networking, DNS, VPN, proxy, wireless networking, and certificate-based authentication.   
•  Working knowledge of core enterprise application management, including Microsoft Office, Google Chrome, and Adobe Acrobat.

• Basic scripting experience using Bash, Python, or similar languages.

• Experience with DEX tools such as Nexthink or 1E Tachyon to improve device and user experience.

• Familiarity with ITIL-based processes and the use of ServiceNow or a similar ticketing platform.

• Working knowledge of Agile methodology and related systems such as Jira or similar tools.

• Strong documentation, communication, customer service, and problem-solving skills.

• Ability to work independently and collaborate with support, engineering, security, infrastructure, and vendor teams.

• Ability to support after-hours maintenance, on-call rotation, or high-priority escalations as needed.

• Comfortable supporting remote, hybrid, and onsite users across multiple locations.