Junior Macintosh Systems Engineer

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai .

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Empower AI: As the Junior Macintosh Systems Engineer, the candidate will provide technical and junior level engineering support for the Macintosh Center of Excellence. They will work as part of a collaborative team tasked with providing full-range IT support for the JSP’s Mac environment and underlying Mac support systems. This includes Tier I through Tier IV support services covering user support, operations, and engineering functions. The candidate will be responsible for end user support escalations, developing solutions to improve the end user experience, and assisting senior level engineering staff with technical duties. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities :

• Serve as the primary escalation point for support personnel when assistance is needed for ticket resolution
• Provide training to support staff through collaboration on tickets, creating SOP documentation, and providing feedback
• Assist with end user support and training requests as needed
• Lead troubleshooting efforts to identify and resolve Mac-related issues, providing timely and effective resolutions
• Source updated packages for deployed software and create policies to deploy patches to endpoints within the environment
• Create scripts and policies to automate common troubleshooting resolutions for users
• Troubleshoot common server issues such as database connection errors
• Utilize Jamf Pro and Active Directory to manage endpoints and users within the environment
• Assist with installing and configuring software in a test environment before replicating workflows in the production environment
• Identify areas for improvement in existing workflows and create solutions to implement process improvements
• Participate in collaborative efforts to support Apple products and technologies
• Create and maintain scripts using languages that are natively supported in macOS such as Bash and AppleScript
• Create process/troubleshooting guides for users and SOP documentation for common tasks and procedures.
• Assist with providing recommendations for the life cycle refresh of Mac devices and peripherals
• Assist with IT asset management and inventory record keeping
• Participate in the development of new desktop/laptop images and workflows as new macOS versions are released
• Knowledge of installing, configuring, and supporting the following third-party software: Trellix, Microsoft Defender, Citrix, Cisco AnyConnect and/or Palo Alto GlobalProtect
• Provide COTS support and configuration knowledge in an enterprise environment of other Macintosh related applications. This includes packaging volume-licensed applications for deployment and repackaging non-PKG installers.
  
  

Qualifications

Qualifications:

• Clearance Required: US Department of Defense (DOD) Secret clearance
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Excellent written, oral, and interpersonal communication skills
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Team-oriented and skilled in working within a collaborative environment
• Above average written and oral communication skills
• Ability to document tasks and requirements
  
  

Required Education and Experience:

• Bachelor’s degree in a related field and 3 years of professional IT experience with at least 1 year in Apple/macOS administration/engineering; additional years of experience may be substituted in lieu of a degree
• DOD 8570 IAT-II compliance (e.g. CompTIA Security+)
• Proficiency with Active Directory and Kerberos
• Scripting experience using Bash and AppleScript
• Experience using the following Apple technologies: Apple Configurator, Apple Business Manager, and FileVault
• Proficiency with the following Jamf applications: Jamf Pro, Jamf Admin, Jamf Composer, Jamf Remote Assist
• Knowledge of Automated Device Enrollment (ADE) and User-Initiated Enrollment provisioning methods
• Creation of deployable software packages and re-packaging of existing installers
• Knowledge of configuration profile creation/management
  
  

Desired Bonus Experience:

• Jamf 200 - Jamf Certified Tech
• Jamf 100 - Jamf Certified Associate
• Direct support of senior level executives and DoD customers
• Knowledge of (iOS) Apple mobile platforms and mobile device management; iPhone and iPad
• Proficiency with the following languages: MySQL, Python, and PowerShell
• Strong scripting experience using Bash and AppleScript
  
  

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Stoop, kneel, crouch, or crawl as required
• Lift and carry weight up to 50 pounds
  
  

About Empower AI

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations . Empower AI is a VEVRAA Federal Contra ctor.