Apple Endpoint Support Engineer — Desk-side & VIP Support

Leidos Inc; Washington (District of Columbia); On-site; USD 73,000 - 133,000; Full time

Job summary

Leidos Inc in Washington, DC is seeking an Apple Support Engineer to provide advanced desk-side support for SEC personnel using Apple hardware, macOS, and iOS. You will resolve Tier 2/3 incidents, restore user productivity, and maintain accurate records in the SEC IT service management system.

The role interfaces with senior government personnel, supports onboarding/offboarding, and contributes to SLA-driven end-user support and continuous improvement of service delivery.

Qualifications

• Citizenship/Work Authorization: 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.
• 10+ years of experience in endpoint engineering and enterprise endpoint management within complex IT environments 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Jamf

macOS troubleshooting

iOS troubleshooting

ITSM

Desk-side support

Education

Bachelor's degree

Tools

Jamf Pro

Ticketing systems

ITSM systems

Job description

Leidos Inc in Washington, DC is seeking an Apple Support Engineer to provide advanced desk-side support for SEC personnel using Apple hardware, macOS, and iOS. You will resolve Tier 2/3 incidents, restore user productivity, and maintain accurate records in the SEC IT service management system.

The role interfaces with senior government personnel, supports onboarding/offboarding, and contributes to SLA-driven end-user support and continuous improvement of service delivery.