Mac Support Specialist

Washington D.C. · Full Time

Who we are

Grove Technologies is the premier Mac Support and Services Agency in Washington DC. We help clients, large and small in all sectors realize the power of using Mac in the workplace. Since 2014 we have grown from a boutique Mac Consultancy to a 5 star, award winning, technology startup delivering best in class Mac Support, Software Development and Cybersecurity services.

What we’re looking for

The Mac Support Specialist primary responsibilities will be to triage all support requests, resolve issues as possible, and escalate issues as needed. You'll get the chance to flex your technical muscles daily by providing awesome customer support to our clients. You use your can-do leadership and multitasking skills to drive projects to completion. Your love of helping others and whistle-while-you-work attitude brings smiles to others. You will be responsible for delivering and completing assigned projects, providing employee support whether it be for Mac, imaging, desk setups, training or general assistance.

We are looking for someone experienced and confident to own IT support and help us scale as the business grows. The ability to deliver world class customer service and communication is key to success in this position. Our clients are predominantly all Apple environments so we are looking for someone who can comfortably live and breathe in the Mac world.

Our ideal candidate is empathetic and someone who has the ability to listen to clients’ needs, learn their business and make targeted recommendations based on their business needs. Grove values customer service, with a focus on results. Grove defaults to transparency both internally and externally with our clients and we practice the radical candor approach to communication. Read more about our core values and what makes us such an amazing place to work here.

Responsibilities

Provides second and third level technical support to clients for technical issues related to all technology systems (computers, routers, switches, SaaS tools like O365, Google Workspace, and MDM’s like Kandji, Mosyle and more), and the online platforms they connect to.

Triage issues our clients have such as dealing with kernel panic, system crashes, data corruption repair, kernel level diagnostics, and more.

Work alongside operational and technical roles within our clients ecosystem to assist them with issues they are experiencing in real time such as Desktop MFA, Single Sign on and more.

Troubleshoot and research issues to identify root causes

Meet face-to-face (over ZOOM) to provide technical support when needed

Work nights and weekends as required.

Diagnose and troubleshoot incoming client help desk requests and calls

Provide support services to clients with technical problems and information technology issues involving desktop, laptop or network services

Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel

Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, e-mail, and operating systems

Install and troubleshoot software including complex MDM enrollments, Multi Factor Authentication and Single Sign On solutions.

Knowledgeable in software deployment via a variety of MDM’s in the macOS ecosystem.

Extremely knowledgeable with Helpline Ticketing Tools

Assist with new employee onboarding (hardware configuration, user accounts, training)

Other duties as assigned (See Roles & Responsibilities)

About You

Have 1 - 2 years Desktop Support experience

Has a good understanding of networking for troubleshooting problems

Expertise in supporting current releases of MacOS, iOS, padOS

Has Excellent communication skills & Problem analysis and resolution skills

Ability to show initiative to take on assignments of a more advanced nature

Experience with the following technologies: Google Apps, Meraki MDM, Wifi, and Office365

Ability to prioritize and address multiple tasks in a dynamic work environment

Ability to meet deadlines and manage stress effectively in high-pressure situations

Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience

Working ability and willingness to learn new products and services in a timely manner

Knowledgeable and willing to learn current and future technology and solutions

Minimum 1 year experience in the IT industry

Desired

Apple Certified System Administrator (ACSA), Apple Certified Macintosh Technician (ACMT) Certifications are a plus

Apple Genius Bar Experience a plus

Experience with Macintosh desktop imaging and distribution platforms such as JAMF, Casper Suite, ARD and Mac Mobile Device Management platforms (such as JAMF Casper Suite) a plus

Familiarity with technical language to be able to communicate effectively with our software development team and technology clients

Highly motivated with a positive attitude with the ability to work independently and within a team environment

The Culture

We’re more focused on deliverables than meetings. Everyone’s opinion is respected and all ideas are given equal consideration. It’s a culture of meaningful work by dedicated, hard-working individuals, but the environment is relaxed and creative too.

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Bill Young

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"Hands down the best decision our firm has made this year. Grove Technologies have been instrumental in restructuring our internal network and helped resolve a whole host of issues that have plagued our firm for years."

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Drop us a line.

We are a remote and fully distributed, Nationwide Apple focused MSP serving Washington DC, Philadelphia, New York, Chicago, San Francisco, San Diego & more.

We focus on providing top notch Mac Support for small to mid-sized businesses. Contact us, and learn how we can help your company.

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