Mac Support Technician

Leidos•Baltimore, MD

7d•Onsite

About The Position

Leidos is seeking a Mac Support Technician to be part of the mission solution and help lead SSA’s Digital Modernization Strategy. Join one of our high performing teams responsible for responsible for deskside MacBook support for onsite and remote staff. We serve the Social Security Administration (SSA) and their mission to meet the changing needs of the public, positively impacting at least 65 million American lives per month. We are a team of forward-looking professionals in need of a strong candidate with these key required skills : macOS Support (Tahoe, Sequoia), Install of Hardware and Software, Incident/Ticketing System, and Basic Jamf Pro. Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week. If this sounds like a mission you want to be a part of, keep reading! TEAM CULTURE Your passion and values might be a good fit for our teams if you answer “yes” to the following questions: Are you looking for a company that puts employees first, with a focus on career, flexibility, and well-being? Do you enjoy collaborating with colleagues and teammates and believe that the best ideas are fostered in an inclusive environment? Are you searching for a team with a strong sense of ownership, urgency, and drive for daily mission success? Are you comfortable with proactive outward communication and technical leadership? Do you enjoy being a catalyst, solving complex problems, and providing innovative solutions? Do you have the flexibility, creativity, and resilience to pivot the mission for success? Do you have the courage to make tough ethical decisions with pride, transparency, and respect? MENTORSHIP & CAREER GROWTH Our teams are dedicated to supporting new team members in an environment that celebrates knowledge sharing and mentorship. Experienced team members will be assigned to new hires for one-on-one mentoring, collaborative reviews, and coaching on customer engagement to help each new hire successfully onboard and demonstrate their skills. Projects and tasks are assigned in a way that leverages your strengths and will help you further develop your skillset. DAY TO DAY RESPONSIBILITIES Every position we take is more rewarding when you know the why behind it. Knowing your work makes a difference to support those who need it most. If your passion is enabling life-changing service to those around you, this is the place for you. Find you passion in a team environment where all members are valued regardless of contractor or employee status. Find your “Why” with us and take your place in our Leidos Family!!

Requirements

Bachelor’s degree in computer science, mathematics, engineering or a related field and less than 2 years of experience. Additional years of experience may be substituted in lieu of degree. Master’s or doctorate degree may substitute for required experience
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 provide 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 problems relating to system patches, updates and enhancements on macOS, iOS, iPad OS devices
Experience with imaging, configuring, deploying, and troubleshooting MacBooks, iPads, and iPhones.
Solid experience with Active Directory for user and group management, and problem diagnosis/resolution
Extensive knowledge of Mac operating systems, system configurations, and troubleshooting.
Knowledge of network protocols, VPN configurations, SSL certificates, and integration of Mac systems in mixed OS environments.
Experience providing technical support and customer service directly to users.
Proficiency in using incident ticketing systems (e.g., ServiceNow, Jira).
Ability to lift, move, and setup workstations; ability lift, up to 50 lbs.; Ability to drive (less than 10 miles) between RMB, PEB and Leidos buildings.
Excellent communication and written skills

Nice To Haves

Apple Certified Support Professional, Apple Certified IT Professional or Jamf Pro certifications
Experience administering Jamf Pro server including installing, upgrading, deploying, troubleshooting, and configuring.
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 tools such as AppleScript, Shell Scripts, Automator, or Launchd
Experience working with government or highly regulated customers such as Social Security Administration (SSA).

Responsibilities

Use strong problem-solving skills and excellent customer service skills to troubleshoot onsite and remote user issues.
Assist in the acquisition, installation, testing and evaluation of MacBook hardware and software.
Install, configure, and troubleshoot MacBooks and laptops.
Track inventory, including the location of all systems, software releases and telecommunications equipment.
Conduct inventory reviews.
Create technical documentation and administer on ServiceNow, Confluence, or SharePoint.
Brief management, customer, team, or vendors using written or oral skills at appropriate technical level for audience.
All other duties as assigned or directed.

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