Mac MSP Help Desk Guru (work from home)

Job Overview

com Fully Remote · Work from home · Full-time (Eastern or Pacific time zones) · Apple-first TL;DR ignitionit.

com is a seasoned, Apple-first MSP - in business for almost 30 years - and we're hiring a Help Desk Technician to be the friendly, capable first voice our clients reach when something isn't working. This position is a remote, work-from-home, full-time role.

Job Description

We've written this as a junior-to-mid-level because that's where most great people start on our team. But if you're more seasoned - comfortable in identity, MDM, or security work - don't scroll past.

We'd be delighted to find someone who can step in higher up the ladder, and we'll happily talk about a more senior scope and comp if that's you. What the actual job??? Unlike many IT shops, we believe that the technology is the tactic.

The actual job is making people feel taken care of. One of our core values is “49% tech support, 51% human support.

” You'll succeed by configuring devices, resetting access, untangling email, and chasing down the gremlin that's been haunting someone's conference room. But you'll know you succeeded when a client exhales and says, “Thank goodness you're on it!

” That Warm Fuzzy Feeling™ is the actual product. The green lights on the dashboard are just how we get there.

In a typical week, you might: Onboard a new hire at a fast-growing startup: provision their Mac, set up their Google Workspace or Microsoft 365 accounts, enroll the device in MDM, and make sure day one feels effortless.

Key Responsibilities

• One of our core values is “49% tech support, 51% human support.” You'll succeed by configuring devices, resetting access, untangling email, and chasing down the gremlin that's been haunting someone's conference room.
• We're a tight, supportive team.
• We move fast, priorities shift, it’s not always documented (whatever it is), our tool set and list of supported platforms is sprawling, and some days the to-do list is longer than you'd like.
• If you need a rigid, fully-documented, never-changes environment where nobody trusts you with admin access, where you will be micro-managed so you never have to wonder whether or not you’re doing the right thing, this isn't it.
• You’ll have a ton of independence on our team, and freedom to use your best judgment to get the ball over the finish line, but that also means we expect you to be naturally responsible, honest, and highly accountable - to yourself, your teammates, and the clients.
• The tech you'll work with (and grow into) Day one, you'll be living in: Apple at the core - macOS, iOS, Apple Business Manager, and MDM (Jamf / Iru / Intune / Workspace ONE / and more) Yes, PCs too - about one-third of our users are driving Windows Google Workspace and Microsoft 365 admin consoles Identity and access - SSO, MFA, and security keys (Okta, Entra ID, Yubikey, and friends) Lots of other security tools - our stack is constantly evolving and may vary from client to client The everyday productivity stack - Slack, Zoom, conference-room AV, networking basics (Meraki), and endpoint tooling ⠀ You don't need to know all of this.
• As you grow, there's a clear path into infrastructure administration, project architecture and implementation, and - for the right person - security and compliance work (phishing simulations, endpoint detection, SOC 2 / CIS / SEC readiness, due diligence questionnaire support, etc.).
• Who we hope you are The hard requirements - we won't move forward unless you: Can work standard business hours in Eastern or Pacific time zones (we currently need both) Have a quiet home workspace and reliable broadband Have proven Apple aptitude - you actually use and like the Apple ecosystem Have at least 2 years of IT support experience on the job.

Required Skills and Qualifications

• That last part is a skill, not a weakness - knowing when to ask is half the job.
• Who we hope you are The hard requirements - we won't move forward unless you: Can work standard business hours in Eastern or Pacific time zones (we currently need both) Have a quiet home workspace and reliable broadband Have proven Apple aptitude - you actually use and like the Apple ecosystem Have at least 2 years of IT support experience on the job.
• We figure technical skills are teachable; character takes a lot longer.
• Our team members hold a range of opinions about whether AI is “good or bad” for humans, but at the end of the day, we embrace the plain fact that it is here, we must embrace it to evolve, and our clients increasingly depend on us to help them embrace it, too, to help them evolve and stay competitive.
• Compensation & logistics Base salary: For applicants closer to the junior side who are located in the USA, $50,000–$65,000/yr, depending on experience level and your local geographical price index.
• With experience, comp goes up from there.
• Genuinely experienced, more senior candidates can be slotted higher - let's talk.
• If your profile lines up with what we're looking for, we'll reach out and ask you to complete a 60-minute TestGorilla assessment for critical thinking skills, send us your resume, and maybe a couple of other items.

Benefits and Perks

• Offboard a departing employee cleanly - recover the laptop, revoke access, and close the loop so nothing's left dangling.
• We started where you’d expect to find Macs (creative agencies, non-profits, education) but our primary clients today are cutting-edge, venture-backed AI SaaS startups, VC and private equity firms, registered investment advisors - many of them operating under stringent compliance expectations (SOC 2, SEC).
• Benefits: Medical / dental / vision for the employee, 401(k) with employer contribution, 2 weeks of PTO annually to start, and a stipend for your home internet.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Ignition, Inc. is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.