Location: Onsite Washington DC Metro Campus
Period of Performance: 6 months, high likelihood of 12-month extension
Endpoint Management & Support
- Provide tier 2/3 escalation support for complex MDM/MAM incidents and service requests
- Troubleshoot and resolve critical mobile device issues including enrollment failures, policy conflicts, VPN connectivity, and certificate authentication problems
- Maintain 95%+ SLA compliance for tier 2/3 tickets (typical volume: 15-25 incidents/week)
- Deploy and maintain configuration profiles, compliance policies, and conditional access rules across iOS, iPadOS, macOS, and Windows platforms
- Support Microsoft 365 mobile app ecosystem (Outlook, Teams, OneDrive, SharePoint)
- Perform root cause analysis for recurring endpoint issues and implement permanent fixes
Platform Engineering & Automation
- Develop PowerShell and Python scripts to automate endpoint provisioning, compliance reporting, and remediation workflows
- Design and implement security policies aligned with Federal Reserve information security standards
- Configure and maintain Jamf Pro infrastructure for macOS fleet management
- Collaborate with application developers on Microsoft Intune App SDK integration for custom line-of-business apps
- Test and validate iOS/iPadOS/macOS updates before enterprise deployment
- Optimize MDM platform performance and reduce administrative overhead
Documentation & Collaboration
- Create and maintain technical documentation including runbooks, standard operating procedures (SOPs), and knowledge base articles in ServiceNow
- Partner with the Information Security team on mobile security policy implementation and audit compliance
- Participate in Change Advisory Board (CAB) reviews for endpoint platform changes
- Conduct knowledge transfer sessions with tier 1/2 support staff
- Document lessons learned and contribute to continual service improvement initiatives
- Participate in mobile technology projects including platform migrations and new device rollouts
Required Qualifications
Experience:
- Overall IT Experience: 7+ years in enterprise IT environment
- MDM/MAM Solutions: 3+ years administering Microsoft Intune, Jamf Pro, or similar (Intune experience strongly preferred)
- iOS/iPadOS Support: 3+ years deploying and supporting iOS/iPadOS in enterprise environments (1,000+ device scale)
- ITSM Platforms: 3+ years using ServiceNow, JIRA Service Management, or similar ticketing systems
- Microsoft 365: Experience supporting Microsoft 365 suite (Exchange Online, Teams, OneDrive, SharePoint)
Core Technical Skills:
Mobile Device Management:
- Deep expertise in Microsoft Intune (device enrollment, configuration profiles, app deployment, compliance policies)
- Experience with Apple Business Manager
- Understanding of Mobile Application Management (MAM) vs Mobile Device Management (MDM) strategies
- Certificate-based authentication and Public Key Infrastructure (PKI) concepts
Scripting & Automation:
- Proficiency in PowerShell (preferred) or Python for automation and reporting
- Ability to write, debug, and maintain scripts for endpoint management tasks
- Experience with Git/GitLab for version control
Troubleshooting & Diagnostics:
- Strong network troubleshooting skills (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
- Experience diagnosing VPN connectivity issues (Cisco AnyConnect, Global Protect, or similar)
- Ability to capture and analyze logs (Intune, Jamf, Apple Configurator, Fiddler/Charles Proxy)
ITSM & ITIL:
- Experience managing incidents, problems, and changes in ServiceNow
- Understanding of ITIL service management framework (Incident, Problem, Change Management)
- Ability to document technical issues clearly and concisely
Microsoft Productivity Suite:
- Proficiency with Microsoft Project, Visio, Excel, PowerPoint, SharePoint, Teams
- Experience creating technical diagrams and process flows
Important Technical Skills
Mobile App Management:
- Understanding of mobile app wrapping and SDK integration processes
- Experience working with developers to implement Intune App Protection Policies
Conditional Access & Zero Trust:
- Experience implementing conditional access policies based on device compliance, location, and risk
- Understanding of Zero Trust security principles
Windows Endpoint Management:
- Experience with Windows Autopilot and Intune device management for Windows 10/11
Jamf Pro Administration:
- Experience managing macOS devices via Jamf Pro
- Knowledge of Jamf Self Service, patch management, and smart groups
Linux system administration (basic terminal navigation and troubleshooting)
Experience with DevSecOps tools (Splunk, Datadog, GitLab CI/CD)
Mobile application development experience (Swift)
Power BI for endpoint reporting and analytics
Familiarity with Microsoft Defender for Endpoint
Experience with identity providers (Azure AD, Okta, Ping)
- Bachelor''s degree in Information Systems, Computer Science or related field
Certifications: Any
- Microsoft Certified: Endpoint Administrator Associate (MD-102)
- Jamf Certified Associate or Jamf Certified Tech
- CompTIA A+, Network+, or Security+
- ITIL Foundation v4
- Apple Certified Support Professional (ACSP)
- Previous Federal/Financial Services Experience: Understanding of regulated environments and compliance requirements
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