Feuji Inc is a global technology solutions company that strives to be a trusted partner in your digital transformation journey, with a focus on empowering your organization to shift IT from a cost center to a revenue generating powerhouse focused on Cloud, Data science, and Cyber security. We are an Award-Winning IT Professional Services & Consulting firm HQ in Dallas, nearshore office in Costa Rica and have offshore offices in India.
Role: Senior - Service Desk – macOS Specialist
Type: 6 Months Contract to Start
Location: 190 Carondelet Plaza Suite 600, Clayton, MO 63105
About Digital Workplace:
Digital Workplace is responsible for delivering and continuously improving the firm’s technology service experience. The organization oversees service delivery, end-user support, collaboration platforms, and endpoint engineering to ensure employees can work efficiently, securely, and seamlessly from any location.
The Service Desk operates as the front door to technology support, providing high-quality customer service while leveraging ITIL best practices to drive consistent, scalable, and measurable service outcomes.
Role Summary:
The Service Desk – macOS Specialist serves as a frontline technology expert responsible for supporting and administering Apple macOS devices across the enterprise. This role plays a critical part in delivering an exceptional employee technology experience by providing advanced troubleshooting, endpoint management, and lifecycle support for Apple devices in a highly regulated enterprise environment.
This position operates within a modern ITIL-aligned Service Desk model and works closely with Desktop Engineering, Security, and Infrastructure teams to ensure reliable, compliant, and efficient Mac device support.
Key Responsibilities:
Mac Endpoint Support & Administration
- Provide Tier 1–2 technical support for enterprise macOS environments
- Diagnose and resolve hardware, software, network, and authentication issues
- Support macOS patching, upgrades, and compliance initiatives
- Troubleshoot performance issues, VPN connectivity, certificate authentication, and collaboration platform integrations
- Partner with Engineering teams for escalations and root cause analysis
JAMF Administration & Device Lifecycle Management
- Support Apple endpoint management using JAMF Pro or equivalent MDM platform
- Enroll, provision, configure, and maintain Mac devices through automated workflows
- Deploy software packages, configuration profiles, policies, and scripts
- Monitor device compliance, patch status, and endpoint health
- Support zero-touch deployments leveraging Apple Business Manager
Service Delivery & ITIL Execution
- Manage incidents and service requests through ServiceNow or similar ITSM platforms
- Follow ITIL best practices across Incident, Request, and Knowledge Management processes
- Maintain service level agreements and response targets
- Document troubleshooting workflows and contribute to knowledge base development
- Escalate issues to appropriate engineering or infrastructure teams when required
Employee Experience & Customer Support
- Deliver high-touch, customer-focused technical support
- Communicate effectively with both technical and non-technical stakeholders
- Provide white-glove support for senior leadership when required
- Educate employees on security, productivity tools, and best practices
Required Qualifications
- 3+ years of enterprise macOS support experience
- Strong macOS troubleshooting and administration expertise
- Hands-on experience with JAMF Pro or similar Apple MDM solutions
- Understanding of Apple Business Manager and automated enrollment workflows
- Experience supporting:
- Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
- VPN and secure authentication solutions
- Endpoint security agents
- Enterprise networking fundamentals (Wi-Fi, DNS, certificates)
- Experience working within an ITIL-based Service Desk framework
- Experience using ServiceNow or equivalent ticketing platform
Preferred Qualifications
- JAMF 100 or 200 Certification
- Apple Certified Support Professional (ACSP)
- Experience supporting financial services or regulated enterprise environments
- Basic scripting experience (Bash, Zsh, or Python)
- Experience supporting hybrid Windows and macOS environments
Core Competencies
- Advanced diagnostic and troubleshooting skills
- Strong written and verbal communication
- Ability to manage competing priorities while meeting SLAs
- Ownership mindset and accountability
- Strong collaboration across technology teams
- Commitment to continuous service improvement
Performance Metrics
- SLA adherence and resolution performance
- Endpoint compliance and device health metrics
- Knowledge article creation and contribution
- Escalation quality and documentation standards
Work Environment
- Supports a distributed, enterprise workforce
- Combination of remote and onsite support responsibilities
- Participation in operational shift rotations as required.
Thanks & Regards
