Apple Support Engineer

Description

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.

• 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.

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. A degree can be substituted for years of experience.
• 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 using Jamf (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

• 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…