Apple Support Engineer

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., 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.

• This position is restricted to U.S. citizens only. Applicants must not hold dual citizenship with any other country to be eligible for work under this contract.
• Bachelor’s degree in a relevant field (e.g., Information Technology, Computer Science, Engineering). In lieu of degree, additional experience may be required.

• Ability to obtain and maintain SEC Public Trust.

• 8+ years of experience providing desk-side support specializing in Apple hardware and macOS environments.
• 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.
• Apple hardware support (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.

Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .