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Washington, District of Columbia, United States
Onsite
The Apple Support Engineer provides advanced desk-side support for SEC personnel using Apple hardware, macOS, and iOS devices under the SEC ISS contract. This role resolves complex Tier 2/3 incidents and service requests, restores user productivity, and maintains accurate records in the SEC IT service management system. The engineer interfaces daily with senior government personnel and delivers high-quality in-person support aligned to SEC customer service expectations. This position directly supports service-level performance, reliable endpoint operations, and continuous improvement of end-user support delivery.
PRIMARY RESPONSIBILITIES
Apple Endpoint Support
- Provide desk-side support for end users utilizing Apple hardware and macOS/iOS operating systems.
- Troubleshoot and resolve advanced Apple and iOS technical issues, including hardware, OS, and application problems.
- Support Apple device provisioning, configuration, patching, and lifecycle activities in accordance with SEC operational standards.
- Deliver hands-on assistance for connectivity, peripherals, mobile access, and user productivity issues.
Incident and Service Request Management
- Manage incidents and service requests in the SEC IT service management system, including triage, prioritization, status updates, and closure.
- Ensure tickets are documented clearly and completely to support accountability, audit readiness, and knowledge sharing.
- Escalate unresolved issues to appropriate technical teams or vendors and track through final resolution.
- Resolve issues within established service levels and minimize disruption to SEC business operations.
Senior Stakeholder and Customer Support
- Interface daily with senior government personnel and provide professional, responsive technical support.
- Communicate issue status, impacts, and resolution timelines clearly to users and stakeholders.
- Support onboarding, relocation, and offboarding activities for Apple users and associated endpoint access.
- Deliver customer-focused support that improves satisfaction and confidence in IT services.
Operational Process and Continuous Improvement
- Follow and support updates to SOPs for support workflows, escalation paths, and service delivery.
- Contribute to service desk reporting inputs, including ticket volume, resolution trends, and SLA-related performance data.
- Assist with Apple/macOS/iOS baseline and patch compliance activities aligned with endpoint management requirements.
- Identify recurring issues and recommend preventive fixes, standard solutions, and knowledge article updates.
REQUIRED QUALIFICATIONS
US Citizenship required: Must meet contract requirements.
Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required).
Education: Bachelor's degree in a relevant field.
Experience:
- 10+ years of experience in endpoint engineering and enterprise endpoint management within complex IT environments specializing in Apple hardware and macOS environments. A degree can be substituted for years of experience.
- Experience resolving advanced end-user issues involving Apple and iOS systems in an enterprise support environment.
- Experience interfacing directly with senior government or executive-level users and managing service requests to closure.
Technical Skills:
- Apple hardware support using Jamf (Mac desktops/laptops, iPhone, iPad)
- macOS and iOS troubleshooting and support
- IT service management/ticketing systems
- Incident, request, and escalation management
- Desk-side support operations and customer-facing technical communication
PREFERRED QUALIFICATIONS
- Experience supporting a federal agency or other highly regulated enterprise IT environment.
- Hands-on experience with enterprise Apple device management platforms.
- Familiarity with service management best practices and SLA-driven support models.
- Apple support certification (e.g., Apple Device Support or Apple Certified Support Professional).
- Experience supporting VIP users and coordinating with cross-functional teams during high-priority incidents.
- Apple Device Support or ACSP, enterprise endpoint management certification, service management certification.
WORK ENVIRONMENT / OTHER
Operational Support: May require participation in on-call or surge support activities depending on operational needs.
Location: On-site at SEC HQ, Washington, DC.
Travel: As required per contract direction.
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For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.