Mac MSP Help Desk Support Guru (work from home)
About the role
This position is a remote, work-from-home, full-time role. We've written this as a junior-to-mid-level job description 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.
Responsibilities
- 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.
- Offboard a departing employee cleanly — recover the laptop, revoke access, and close the loop so nothing's left dangling. All boxes checked, ticket notated and closed, client followed up with.
- Field a "my email stopped working" ticket that turns out to be a DNS thing, a phishing-filter thing, or a "they changed their password on their phone three weeks ago" thing.
- Help a family office or RIA get a touchy Zoom Room or conference-room AV setup behaving before a meeting — over the phone.
- Triage the queue so phones get answered fast, emails don't rot, and nobody feels forgotten — even when the honest answer is, "We're on it, but here's the realistic timeline."
Requirements
- 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.
Qualifications
- Genuinely cares — about clients, teammates, and doing right by people.
- Loves to learn, and proves it in how they spend their time.
- Reads, and writes clearly — clear writing is clear thinking, and you'll do a lot of it.
- Stays calm and kind with a frustrated person on the other end of the line.
- Tells the difference between good customer service and fantastic customer service, and refuses to settle for the former.
- Noses when something's being done inefficiently and fixes it (you may boast about it later, that’s fine).
- Proofreads their own work (yes, we noticed whether you proofread your application).
- Has a sense of humor, and doesn't take themselves too seriously.
Skills
- Apple aptitude (macOS, iOS, Apple Business Manager, and MDM)
- Google Workspace and Microsoft 365 admin consoles
- Identity and access (SSO, MFA, and security keys)
- Lots of other security tools
- The everyday productivity stack (Slack, Zoom, conference-room AV, networking basics, endpoint tooling)
Benefits
- Medical / dental / vision for the employee
- 401(k) with employer contribution
- 2 weeks of PTO annually to start
- A stipend for your home internet
Pay
Base salary: For applicants closer to the junior side who are located in the USA, $55,000–$70,000/yr, depending on experience level and your local geographical price index. Genuinely experienced, more senior candidates can be slotted higher — let's talk.
Schedule
Full-time, work from home, fully remote. Eastern or Pacific time zones.
How to apply
The first step is really easy and only takes 10 minutes — no resume, no cover letter, no essays. Here's how: Take this online Culture Index assessment (about 10 minutes): We use it to screen for people whose natural wiring fits how our team works. https://go.cultureindex.com/p/bLvP56CvGHUIf.