Technical Support Specialist (Mac; Google Workspace)

True Independent Holdings • Dallas, TX

6d • Hybrid

About The Position

Meet the People is seeking proactive and personable Technical Support Specialists to join their team in Dallas, TX. This role is essential to providing reliable, first-line IT support for macOS via Jamf in a Google Workspace environment for their office in Dallas and offices across North America. The specialist will assist users with day-to-day technical issues, manage onboarding and offboarding processes, and ensure a seamless support experience for all staff and clients. The role requires a solutions-first mindset, exceptional support delivery, and ownership of the end-user tech experience in the local office. This position is ideal for someone who thrives on problem-solving, enjoys working with people, and can manage multiple priorities with confidence and precision.

Requirements

• 2-3 years of experience in the IT field, preferably with supporting end user hardware, SaaS administration, and executing new user creation and hardware configuration.
• 2-3 years of experience with Apple Device Management.
• 2-3 years of experience with ITSM tools such as Jira Service Management or Freshdesk.
• 2-3 years of experience in Google Workspace administration.
• 2-3 years of experience with macOS DMS (MDM) toolsets such as Jamf, Kandji, SimpleMDM, Addigy, etc.
• 2-3 years of experience with remote management tools such as TeamViewer and Splashtop.
• Confidence in expanding technical knowledge and proposing ideas to enhance user experiences.
• Dependability in seeking solutions to challenging issues and delivering results.
• Effectiveness in task management.
• Prioritization and communication of project statuses to both staff and IT teams.
• Strong interpersonal skills to build relationships with users and external partners, effectively addressing their concerns.
• Knowledge/Ability to troubleshoot hardware issues and computer/systems diagnostics.
• Knowledge of basic networking fundamentals (TCPIP, Subnetting, DHCP, etc.).
• Knowledge of macOS troubleshooting (macOS, Settings, UI).
• Knowledge of usage and troubleshooting the Microsoft Office suite.
• Knowledge of Jamf Pro for macOS/iOS/iPadOS.
• Knowledge of Apple Business (Apple Business/School Manager) and Managed Apple Accounts and DMS (MDM) configuration.
• Knowledge to troubleshoot issues within the Adobe Creative Cloud suite.
• Industry Certifications such as CompTIA, Security+, Apple Certified Support Professional, Apple Certified IT Professional, Jamf 200, Jamf 300, etc.

Nice To Haves

• A desire to improve – The candidate learns and expands technical knowledge and produces ideas with confidence to enrich our users’ technical experiences.
• Dependable – The candidate is accountable for finding answers for difficult challenges and delivering solutions.
• Approachable – The candidate is someone that all staff members know they can communicate with to receive consistent, friendly, and clear support throughout their request for support.
• Effective – The candidate must prioritize tasks and communicate the status of projects to both the staff and IT group.
• Detailed – The candidate focuses on the required details of their tasks to ensure accurate completion of all requirements for the position (including updating documentation/inventories and accurate timesheets).

Responsibilities

• Respond promptly to support requests via ticketing system, phone, and internal communication tools.
• Utilize and update internal-trouble ticketing system with a clear breakdown of steps taken to resolve the user issue, providing clear, supportive, and ongoing communication with the user throughout the ticket lifecycle.
• Maintain and update ticketing systems, knowledge base, support documentation, change management, and asset records.
• Provide clear and concise day-to-day hardware and software technical support for employees across North America, including Mac laptop troubleshooting, SaaS configurations and administration, and implementing permanent solutions to recurring technical issues.
• Deliver excellent customer service with clear, friendly, and professional communication.
• Troubleshoot and resolve hardware, software, and basic networking issues on macOS devices.
• Perform hardware and software installation and configuration, including the creation of computer and SaaS accounts for employee new hires and departures.
• Manage both on-site and remote onboarding and offboarding procedures including device setup, user account provisioning, permissions, and documentation.
• Conduct new employee technical orientation, demonstrating to the user their hardware, SaaS offerings, and technical support portals.
• Escalate complex issues to local Technology Specialist and/or higher tier staff with clear context and steps taken.
• Provide end-user support for common tools including, Google Workspace, Slack, and business-critical applications.
• Take ownership of the technology experience within the local office, collaborating with management on initiatives to enhance user experiences and promote enthusiasm for the workspace.

Benefits

• Amazing opportunities for career development
• Recognition programs
• Employee referral bonus
• Insurance Coverage (medical, dental, vision, life, and disability)
• 401(k) retirement plan, with employer 4% match
• Work/life benefits, including mental health and wellbeing support
• Flexible Time Off Policy
• Paid holidays, including agency soft closing Christmas Eve-New Year's Day
• Paid leave options, including sick leave, medical leave for self and family, and parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed