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Senior Customer Support Analyst Jobs (NOW HIRING)

SAIC

Customer Support Analyst mac OS

Quantico, VA · On-site

$90/hr

Description SAIC is seeking (macOS) Customer Support Analyst to support DCSA's OneIT program out of Quantico, VA. This is a fully onsite position with a target salary of $90-100k. Introduction Make a ...

Logitech

Senior Customer Support Engineer

Concord, NC · Hybrid

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Senior Customer Support Engineer will focus mainly on Logitech's Paid Services support for video conferencing solutions but may occasionally be asked to resolve issues with other enterprise ...

Airbus

Senior Customer Support Director

Herndon, VA · On-site

$19.75 - $27.25/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Senior Customer Support Director (Sr. CSD) acts as the voice of the customer in the Customer Support and Services Organization. As such, they are the main focal point and accountable for all post ...

CYNET SYSTEMS

Customer Support Analyst (Contractor)

Cary, NC · On-site

$25 - $30/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Send quotes to customers and follow up for POs. * Coordinate with internal dispatching team. * May assist with variance analysis depending on training progress. Nice to Have: * SAP experience (not ...

IFAS LLC

Payroll Customer Support Analyst

Charleston, SC · On-site

$49K - $61K/yr

Analysts are required to enter all customer issues into the tracking system. * The Payroll Customer Support Project Assistant supports Department of State employees and retired annuitants and their ...

REXEL

Senior Customer Support Specialist

Anaheim, CA · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Summary: The Senior Customer Support Specialist is responsible for managing high complex project ... Must be analytical and able to solve problems * Ability to drive results Additional Information ...

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How much do senior customer support analyst jobs pay per year?

As of Aug 15, 2026, the average yearly pay for senior customer support analyst in the United States is $83,590.00, according to ZipRecruiter salary data. Most workers in this role earn between $65,500.00 and $91,000.00 per year, depending on experience, location, and employer.

What does a senior customer support analyst do?

A Senior Customer Support Analyst is responsible for resolving complex customer issues, analyzing support trends, and improving overall customer service processes. They often serve as a point of escalation for challenging cases and work closely with other departments to address systemic problems. In addition to providing direct support, they may lead training sessions, create documentation, and help implement new tools or procedures to enhance the customer experience. Their expertise ensures that customer concerns are addressed efficiently and that the support team operates smoothly.

What are the key skills and qualifications needed to thrive as a senior customer support analyst, and why are they important?

To thrive as a Senior Customer Support Analyst, you need in-depth knowledge of customer service practices, analytical problem-solving abilities, and experience with support platforms, often supported by a bachelor's degree or equivalent experience. Expertise in CRM systems (like Salesforce or Zendesk), ticketing tools, and possibly ITIL certification are commonly required. Strong communication, patience, and leadership skills help in managing complex customer issues and mentoring junior team members. These skills are crucial to effectively resolve escalated cases, ensure customer satisfaction, and drive continuous improvement in support operations.

How does a senior customer support analyst typically collaborate with other departments to resolve complex customer issues?

Senior Customer Support Analysts often work closely with technical, product, and sales teams to address and resolve escalated customer issues. They serve as a bridge between the customer and internal teams, providing detailed feedback and insight from customer interactions. This collaboration may involve regular meetings, sharing incident reports, and participating in cross-functional projects to improve processes or product quality. Effective communication and a proactive approach to problem-solving are key to success in this role.
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Infographic showing various Senior Customer Support Analyst job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 60% In-person, and 40% Remote job distribution, with an average salary of $83,590 per year, or $40.2 per hour.

Customer Support Analyst mac OS

SAIC

Quantico, VA • On-site

$90/hr

Full-time

Re-posted 3 days ago

SAIC rating

7.9

Company rating: 7.9 out of 10

Based on 79 frontline employees who took The Breakroom Quiz

79th of 224 rated it services

Job description

Job Description
Description
SAIC is seeking (macOS) Customer Support Analyst to support DCSA's OneIT program out of Quantico, VA. This is a fully onsite position with a target salary of $90-100k.
Introduction
Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA). The Air Force Space and Intel (AFSI) Business Group of SAIC is seeking a Customer Support Analyst with macOS focus to support a transformational infrastructure program for DCSA.
SAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.
Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, an cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).
Job Description
  • Act as the primary escalation point from Tier I support for issues involving macOS systems, including macOS desktops, laptops, and related peripherals.
  • Diagnose and resolve complex technical issues such as system performance, connectivity, and software compatibility problems, with minimal supervision.
  • Provide in-depth support for macOS tools, including device enrollment (e.g., Apple Business Manager), system imaging, and mobile device management (MDM) configurations.
  • Deliver exceptional customer service by addressing user inquiries, offering technical guidance, and maintaining a professional demeanor during stressful situations.
  • Communicate solutions effectively to end users with varying familiarity with technology, ensuring they fully understand the fix or workaround implemented.
  • Own and manage service tickets escalated from Tier I, ensuring that all tickets are resolved or properly escalated within defined SLAs.
  • Collaborate with Tier III engineering teams and other IT staff to identify root causes of recurring macOS issues, propose fixes, and implement permanent solutions.
  • Install, configure, and maintain macOS operating systems and software updates in compliance with government policies and security guidelines.
  • Monitor and analyze macOS system performance and optimize configurations as needed.
  • Maintain accurate documentation for troubleshooting steps, incident resolution processes, and standard operating procedures related to macOS support.
  • Provide weekly or monthly status reports highlighting trends, recurring issues, and recommendations for improvements.
  • Follow and enforce cybersecurity protocols to safeguard classified information and ensure compliance with government policies, including STIGs and other relevant security frameworks.
  • Conduct vulnerability assessments and assist with implementing security patches and endpoint protection measures specific to macOS devices.
  • Provide mentorship and guidance to Tier I staff to enhance their macOS troubleshooting skills.
  • Conduct training sessions or create knowledge articles to improve overall team effectiveness in handling macOS issues.

Qualifications
It is required that the Customer Support Analyst with macOS focus have the following qualifications:
  • Associates Degree and Six (6) years or relevant years of experience in lieu of degree.
  • Active Top Secret clearance with SCI eligibility is required.
  • IAT-II Certification (i.e., Security +CE or equivalent).
  • Three (3) to five (5) years of IT support experience with a focus on macOS and Apple devices.
  • Strong expertise in troubleshooting macOS operating systems (e.g., Ventura, Monterey, or later versions) and macOS application suite issues.
  • Familiarity with mobile device management (MDM) solutions such as Jamf Pro, Workspace ONE, or Intune.
  • Hands-on experience with Active Directory integration, network configurations (VPN, Wi-Fi, etc.), and macOS security configurations.
  • In-depth knowledge of Apple device deployment processes, including image creation and management.
  • Strong written and verbal communication skills, with the ability to document and explain technical information effectively.
  • Ability to work in a high-paced, secure environment, adhering to operational security (OPSEC).

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Overview
SAIC accepts applications on an ongoing basis and there is no deadline.
SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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