Mac Support Technician

Leidos is seeking a Mac Support Technician to be part of the mission solution and help lead SSAs 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 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!!

• 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.

FOUNDATION FOR SUCCESS (Basic Qualifications)

• Bachelors 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.
• Masters 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.

FACTORS TO HELP YOU SHINE (Required Skills)

These skills will help you succeed in this position:

• 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

HOW TO STAND OUT FROM THE CROWD (Desired Skills)

Showcase your knowledge of modern development through the following experience or skills:

• 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).

At Leidos we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers success. We empower our teams and contribute to our communities. Everything we do is built on a commitment to do the right thing for our customers our people and our community. Our Mission Vision and Values guide the way we do business. Every position we take is more rewarding when you know the why behind 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 your passion in a team environment where all members are valued regardless of contractor or employee status. We are excited for you to take your place with our Leidos Family.

Are you an US citizen or US resident and think you might fit We recommend you apply and start the conversation today! Join us in supporting our SSA contracts in Woodlawn Maryland.

ITSSCII

If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.