Provide Tier 1 and Tier 2 support for our Mac-based environment.
Serve as the first point of contact for service requests and incidents, ensuring timely resolution, clear communication, and thorough documentation.
Support escalations requiring advanced troubleshooting across macOS, networking, identity and access management, security tools, and legal applications.
Collaborate closely with attorneys, paralegals, operations, and management to maintain a secure, reliable, and user-friendly technology experience.

As our culture is remote-first, all employees are expected to have the capability to work from home with a reliable internet connection and to set up a workstation that supports productive work during normal business hours.
Associate's degree in information technology or a related field, or equivalent professional experience.
2–4 years of experience in remote IT support, including Tier 1 and Tier 2 responsibilities, preferably in a Mac-centric environment.
Proficient experience supporting Apple hardware, including MacBooks, iMacs, iPhones, and peripherals.
Strong working knowledge of macOS, including system settings, user profiles, and troubleshooting tools.
Hands-on experience with Apple MDM solutions (preferably Jamf), including policies, profiles, and application deployment.
Familiarity with identity and access management tools, including MFA (e.g., Azure AD) and role-based access controls.
Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Knowledge of endpoint security practices, including 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.
High-level knowledge and experience working with Microsoft 365, Adobe, and Zoom.

Tech Support Specialist II

Key skills