Senior Technical Support Specialist in Arlington, Virginia at Sev1tech, Inc.

We are seeking Senior Technical Support Specialist to provide advanced macOS, Jamf, and mobile device support across enterprise environments, delivering exceptional white-glove service to executives, senior leadership, and VIP stakeholders. This role ensures optimal performance, security, and usability of Apple endpoints and mobility platforms, while maintaining a professional, concierge-level support experience that prioritizes responsiveness, discretion, and technical excellence.

Key Responsibilities

• Deliver highly responsive, concierge-level support for VIPs, including executives, government leadership, directors, and mission-critical personnel.
• Provide efficient in-person and remote assistance with minimal disruption to VIPs' schedules and responsibilities.
• Perform tailored device setups, personalized configurations, and rapid issue resolution.
• Maintain a professional demeanor, exceptional communication, and the ability to translate technical issues into clear, non-technical explanations.
• Maintain accurate ticketing, documentation, SOPs, and knowledge articles related to Apple device and mobility support.
• Escalate security or operational risks proactively; collaborate with engineering to drive resolution.

Required Qualifications:

• Bachelor's degree in a related field with 4 years or relevant experience, or 8 hours of applicable experience in lieu of a degree.
• Hands-on experience with MacBooks and Apple mobile devices.
• Basic understanding of Apple hardware, macOS internals, SSO, MDM, certificates, networking, and endpoint security.
• Proven experience delivering high-touch, white-glove support to VIPs or executive leadership.
• Ability to handle sensitive information with confidentiality and professionalism.
• Strong customer service, communication, and problem-solving skills; ability to de-escalate issues calmly and effectively.
• Must be eligible to obtain a Department of Homeland Security EOD clearance ( Requirements 1. US Citizenship, 2. Favorable Background Investigation)

Preferred Qualifications:

• Experience with ServiceNow.
• Jamf 200, 300, or 400 certification(s).
• Apple ACSP or ACTC certification.
• Experience in federal environments or organizations with strict security requirements.
• Familiarity with Zero Trust, NIST 800-53 controls, endpoint hardening, and mobile security frameworks.