Mac Support Technician

Position Overview

Leidos is seeking a Mac Support Technician to join a high performing team dedicated to supporting the Social Security Administration’s Digital Modernization Strategy. In this role, you will provide deskside MacBook support to onsite and remote staff, ensuring the smooth operation of hardware and software systems. The selected candidate must be willing to work on-site in Location: Woodlawn, MD 5 days a week. If you are passionate about innovative technology, customer service, and being part of a team that makes a difference for over 65 million Americans each month, we encourage you to apply.

Key Responsibilities:

• Troubleshoot onsite and remote user issues using strong problem-solving and excellent customer service skills.
• Assist in the acquisition, installation, testing, and evaluation of MacBook hardware and software.
• Install, configure, and troubleshoot MacBooks and other laptops.
• Track inventory, including location of systems, software releases, and telecommunications equipment; conduct inventory reviews.
• Create technical documentation and administer platforms such as ServiceNow, Confluence, or SharePoint.
• Brief management, customers, teams, or vendors using clear written and oral communication at an appropriate technical level.
• Perform all other duties as assigned or directed.

Required Qualifications:

• Bachelor’s degree in computer science, mathematics, engineering or a related field (Master’s or doctorate may substitute for required experience) and less than 2 years of experience; additional years may be substituted in lieu of a degree.
• 2+ years of combined experience installing, configuring, and imaging hardware and software on MacBooks or laptops.
• 2+ years of combined experience providing technical support for macOS and Jamf Pro.
• 2+ years of experience providing remote user customer support.
• Must be able to obtain and maintain a Public Trust (contract requirement).
• Solid experience using Jamf Pro for device enrollment, software deployment, remote troubleshooting, and compliance monitoring.
• Experience troubleshooting hardware/software interface and interoperability issues related to system patches, updates, and enhancements on macOS, iOS, and iPadOS devices.
• Experience with imaging, configuring, deploying, and troubleshooting MacBooks, iPads, and iPhones.
• Solid experience with Active Directory for user and group management, including diagnosis and resolution of problems.
• Extensive knowledge of Mac operating systems, including system configurations and troubleshooting techniques.
• Knowledge of network protocols, VPN configurations, SSL certificates, and integration of Mac systems in mixed OS environments.
• Proficiency in using incident ticketing systems (e.g., ServiceNow, Jira) for tracking and resolution.
• Ability to lift and move workstations (up to 50 lbs) and drive short distances (<10 miles) between buildings.
• Excellent communication and written skills.

Preferred Qualifications:

• Apple Certified Support Professional, Apple Certified IT Professional, or Jamf Pro certifications.
• Experience administering Jamf Pro server, including installation, upgrading, deployment, troubleshooting, and configuration.
• Basic knowledge of Jamf Composer for creating custom software packages.
• Familiarity with Microsoft Intune for managing cross-platform compliance.
• Experience with automation and scripting using AppleScript, Shell Scripts, Automator, or Launchd.
• Experience working with government or highly regulated customers, such as the Social Security Administration (SSA).

Benefits & Perks:

• Salary: $50,700.00 - $91,650.00
• Benefits: Competitive compensation, Health and Wellness programs, Income Protection, Paid Leave, and Retirement plans.
• Schedule: 5 days per week on-site