Tier 2 - Jr. MAC Specialist

Summary

ActioNet, Inc. is a woman-owned IT Solutions Provider with over 25 years of experience in Agile Software Engineering, Cloud Solutions, Cyber Security, and IT Managed Services. The Tier 2 - Jr. MAC Specialist role involves providing support for macOS devices, troubleshooting issues, assisting with configurations, and ensuring integration with enterprise services.

Responsibilities

• Perform macOS troubleshooting for hardware, software, and connectivity issues
• Support Apple-based applications, system updates, and user configurations
• Assist with device provisioning, imaging, and deployment using MDM tools
• Manage user accounts, permissions, and profiles in enterprise environments
• Document incidents, resolutions, and procedures in the ticketing system
• Support integration with enterprise services such as VPN, email, and printers
• Provide customer service and end-user training as needed
• Escalate unresolved issues to senior staff or Tier 3 support
• Maintain knowledge of macOS system preferences, Finder, Terminal, and software installation
• Troubleshoot basic networking issues including WLAN and VPN
• Use enterprise ticketing systems such as ServiceNow to manage work
• Follow established procedures and escalate issues appropriately
• Utilize MDM tools (Jamf, Intune) when applicable
• Support Apple Business Manager (ABM) processes
• Apply knowledge of Active Directory or SSO integration with Mac systems

Skills

• Perform macOS troubleshooting for hardware, software, and connectivity issues
• Support Apple-based applications, system updates, and user configurations
• Assist with device provisioning, imaging, and deployment using MDM tools
• Manage user accounts, permissions, and profiles in enterprise environments
• Document incidents, resolutions, and procedures in the ticketing system
• Support integration with enterprise services such as VPN, email, and printers
• Provide customer service and end-user training as needed
• Escalate unresolved issues to senior staff or Tier 3 support
• Maintain knowledge of macOS system preferences, Finder, Terminal, and software installation
• Troubleshoot basic networking issues including WLAN and VPN
• Use enterprise ticketing systems such as ServiceNow to manage work
• Follow established procedures and escalate issues appropriately
• Utilize MDM tools (Jamf, Intune) when applicable
• Support Apple Business Manager (ABM) processes
• Apply knowledge of Active Directory or SSO integration with Mac systems
• ITIL Foundation Certification or equivalent service delivery training
• CompTIA A+, Network+, or Microsoft certifications (MD-100/MD-101)
• Experience supporting cloud-based productivity and collaboration tools such as Microsoft Teams and Zoom
• Knowledge of security practices and handling of sensitive but unclassified (SBU) information
• Experience supporting Apple macOS environments and Apple MDM platforms such as Jamf or Apple Business Manager

Qualifications

Must Haves

• Perform macOS troubleshooting for hardware, software, and connectivity issues
• Support Apple-based applications, system updates, and user configurations
• Assist with device provisioning, imaging, and deployment using MDM tools
• Manage user accounts, permissions, and profiles in enterprise environments
• Document incidents, resolutions, and procedures in the ticketing system
• Support integration with enterprise services such as VPN, email, and printers
• Provide customer service and end-user training as needed
• Escalate unresolved issues to senior staff or Tier 3 support
• Maintain knowledge of macOS system preferences, Finder, Terminal, and software installation
• Troubleshoot basic networking issues including WLAN and VPN
• Use enterprise ticketing systems such as ServiceNow to manage work
• Follow established procedures and escalate issues appropriately
• Utilize MDM tools (Jamf, Intune) when applicable
• Support Apple Business Manager (ABM) processes
• Apply knowledge of Active Directory or SSO integration with Mac systems

Nice to Haves

• ITIL Foundation Certification or equivalent service delivery training
• CompTIA A+, Network+, or Microsoft certifications (MD-100/MD-101)
• Experience supporting cloud-based productivity and collaboration tools such as Microsoft Teams and Zoom
• Knowledge of security practices and handling of sensitive but unclassified (SBU) information
• Experience supporting Apple macOS environments and Apple MDM platforms such as Jamf or Apple Business Manager

Benefits

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection
• Paid Holidays: 11 per year
• Paid Time Off (PTO)
• Disability Insurance