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.

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.\n \n

• Experience resolving advanced end-user issues involving Apple and iOS systems in an enterprise support environment.\n, Experience interfacing directly with senior government or executive-level users and managing service requests to closure.\n

n \nApple Endpoint Support\n \n

• Provide desk-side support for end users utilizing Apple hardware and macOS/iOS operating systems.\n \n

• Troubleshoot and resolve advanced Apple and iOS technical issues, including hardware, OS, and application problems.\n \n

• Support Apple device provisioning, configuration, patching, and lifecycle activities in accordance with SEC operational standards.\n \n

• Deliver hands-on assistance for connectivity, peripherals, mobile access, and user productivity issues.\n \n \nIncident and Service Request Management\n \n

• Manage incidents and service requests in the SEC IT service management system, including triage, prioritization, status updates, and closure.\n \n

• Ensure tickets are documented clearly and completely to support accountability, audit readiness, and knowledge sharing.\n \n

• Escalate unresolved issues to appropriate technical teams or vendors and track through final resolution.\n \n

• Resolve issues within established service levels and minimize disruption to SEC business operations.\n \n \nSenior Stakeholder and Customer Support\n \n

• Interface daily with senior government personnel and provide professional, responsive technical support.\n \n

• Communicate issue status, impacts, and resolution timelines clearly to users and stakeholders.\n \n

• Support onboarding, relocation, and offboarding activities for Apple users and associated endpoint access.\n \n

• Deliver customer-focused support that improves satisfaction and confidence in IT services.\n \n \nOperational Process and Continuous Improvement\n \n

• Follow and support updates to SOPs for support workflows, escalation paths, and service delivery.\n \n

• Contribute to service desk reporting inputs, including ticket volume, resolution trends, and SLA-related performance data.\n \n

• Assist with Apple/macOS/iOS baseline and patch compliance activities aligned with endpoint management requirements.\n \n

• Identify recurring issues and recommend preventive fixes, standard solutions, and knowledge article updates.\n \n \nREQUIRED QUALIFICATIONS\n \n Citizenship/Work Authorization: Must meet contract requirements.\n \n Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required).\n \n Education: Bachelor’s degree in a relevant field.\n \n