Tech Support Specialist II

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Deliver Tier 1 and Tier 2 support within our Mac-centric environment.

• Act as the initial point of contact for service requests and incidents, ensuring swift resolution, clear communication, and comprehensive documentation.

• Assist with escalations that necessitate advanced troubleshooting across macOS, networking, identity and access management, security tools, and legal applications.

• Work closely with attorneys, paralegals, operations, and management to ensure a secure, dependable, and user-friendly technology experience.

⛳️ Requirements

• As our culture embraces remote work, all employees must be capable of working from home with a dependable internet connection and establishing a workstation that fosters productive work during standard business hours.

• An associate's degree in information technology or a related field, or equivalent professional experience.

• 2–4 years of experience in remote IT support, encompassing Tier 1 and Tier 2 roles, ideally within a Mac-focused environment.

• Proficient in supporting Apple hardware, including MacBooks, iMacs, iPhones, and peripherals.

• Strong understanding of macOS, including system settings, user profiles, and troubleshooting tools.

• Practical experience with Apple MDM solutions (preferably Jamf), involving policies, profiles, and application deployment.

• Familiarity with identity and access management tools, such as MFA (e.g., Azure AD) and role-based access controls.

• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.

• Understanding of endpoint security practices, encompassing encryption, least privilege, and secure data handling.

• Experience with ticketing or service desk systems (e.g., Jira Service Management, Microsoft Lists) and ITIL-aligned workflows.

• Advanced knowledge and experience using Microsoft 365, Adobe, and Zoom.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k, IRA)

• Life Insurance (Basic, Voluntary & AD&D)

• Paid Time Off (Vacation, Sick & Public Holidays)

• Short Term & Long Term Disability

• Training & Development

• Work From Anywhere -- eligible after 6 months