Apple Support Specialist

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Description

Leidos is seeking an Apple Support Specialist to join our team and contribute to the Social Security Administration's (SSA) Digital Modernization Strategy. Be part of a high-performing group delivering deskside support for MacBook users both onsite and remotely. We serve the SSA, positively impacting the lives of over 65 million Americans monthly. We are looking for a strong candidate who possesses the following key required skills: macOS Support (Tahoe, Sequoia), Hardware and Software Installation, Incident/Ticketing System experience, and Basic Jamf Pro knowledge.

*** Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week.

If this mission resonates with you, keep reading!

TEAM CULTURE

If you align with the following, you might be a perfect fit:

  • Are you looking for a company that prioritizes employees with a focus on career development, flexibility, and well-being?
  • Do you thrive in collaborative environments where inclusive ideas are valued?
  • Are you part of a team driven by ownership, urgency, and a commitment to daily success?
  • Are you comfortable with proactive communication and providing technical leadership?
  • Do you enjoy being the catalyst for solving complex problems and innovating solutions?
  • Do you have the creativity and resilience to adapt for success?
  • Are you prepared to make ethical decisions with pride, transparency, and respect?

MENTORSHIP & CAREER GROWTH

Our teams are committed to supporting new members through mentorship and collaboration. Seasoned professionals will guide new hires with one-on-one mentoring, teamwork reviews, and customer engagement coaching to ensure successful onboarding and skill demonstration. We assign projects that leverage your strengths and facilitate skillset development.

DAY TO DAY RESPONSIBILITIES

Understanding the purpose behind our roles makes them more fulfilling. If your passion lies in delivering transformative service to those in need, this is your opportunity. Join us in a valued team where all contributions matter, regardless of contractor or employee status. Discover your passion with us and become a part of our Leidos Family!

  • Utilize strong problem-solving skills and excellent customer service to tackle onsite and remote user issues.
  • Assist in the acquisition, installation, testing, and evaluation of MacBook hardware and software.
  • Install, configure, and troubleshoot MacBook systems.
  • Track hardware inventory, including system locations, software releases, and telecommunications equipment.
  • Conduct inventory reviews.
  • Create technical documentation on ServiceNow, Confluence, or SharePoint.
  • Prepare and present briefings for management, customers, teams, or vendors, adjusting technical levels to the audience.
  • Perform other duties as assigned.

FOUNDATION FOR SUCCESS (Basic Qualifications)

  • Bachelor's degree in computer science, mathematics, engineering, or a related field with less than 2 years of experience. Additional experience may substitute for a degree.
  • A master's or doctorate degree may replace required experience.
  • 2+ years of experience in installing, configuring, and imaging hardware and software on MacBooks or laptops.
  • 2+ years of experience in providing technical support for macOS and Jamf Pro.
  • 2+ years of experience in remote user customer support.
  • Must be able to obtain and maintain a Public Trust clearance.

FACTORS TO HELP YOU SHINE (Required Skills)

These skills will enhance your success in this role:

  • Solid experience with Jamf Pro for device enrollment, software deployment, remote troubleshooting, and compliance monitoring.
  • Experience troubleshooting hardware/software interface issues on macOS, iOS, and iPadOS.
  • Skilled in imaging, configuring, deploying, and troubleshooting MacBooks, iPads, and iPhones.
  • Strong knowledge of Active Directory for user and group management.
  • Extensive knowledge of Mac operating systems and troubleshooting.
  • Familiarity with network protocols, VPN configurations, SSL certificates, and integrating Mac systems in mixed OS environments.
  • Experience in providing customer service and technical support directly to users.
  • Proficiency in utilizing incident ticketing systems (e.g., ServiceNow, Jira).
  • Ability to lift and set up workstations; lift up to 50 lbs.; and travel (less than 10 miles) between different Leidos/SSA locations.
  • Excellent communication and written skills.

HOW TO STAND OUT FROM THE CROWD (Desired Skills)

Demonstrate your modern development knowledge with the following experience or skills:

  • Apple Certified Support Professional, Apple Certified IT Professional, or Jamf Pro certifications.
  • Experience administering Jamf Pro servers, including installation, upgrades, deployments, and configurations.
  • Basic knowledge of Jamf Composer.
  • Familiarity with Microsoft Intune for cross-platform management.
  • Experience with automation and scripting (AppleScript, Shell Scripts, Automator, or Launchd).
  • Experience working with government or highly regulated entities like the SSA.

At Leidos, we strive for innovative solutions through our diverse and talented workforce, committed to customer success. We empower teams and contribute to our communities. Our Mission, Vision, and Values guide our business practices. Every role is more rewarding when you understand the impact it has on supporting those in need. If your passion is to facilitate life-changing service, this is the place for you. Join our valued team at Leidos, where contributions are recognized and every individual counts.

Are you a US citizen or resident who thinks you could be a great fit? We encourage you to apply and start a conversation today! Join us in our mission in Woodlawn, Maryland.

ITSSCII

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo-including those who dare to fail. We're not hiring followers but those who engage, challenge, and innovate. Step 10 is history; we're already at step 30 and moving swiftly.

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