Sr IT Support Mac Specialist

Job Summary

The Sr. IT Support Mac Specialist is a senior, hands-on role responsible for the strategy, security, and day-to-day management of Apple devices across the Clark Associates enterprise, including our MDM platform and Mac/iOS fleet. This person serves as the escalation point and technical lead for Apple-related support, drives fleet automation and imaging standards, and mentors other members of the support team while continuing to work directly with end users on complex issues.

Remote Work Qualifications

• Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
• Access to a home router and modem.
• A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible).
• A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
• The desire and ability to work and communicate with other team members via chat, webcam, etc.
• Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY).

We only accept W-2 candidates, H-1B sponsorship is not available.

Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage and administer the enterprise MDM platform (Kandji/IRU or equivalent) covering all company-owned Mac, iPhone, and iPad devices, including policy configuration, profile deployment, and patch management
• Own the full lifecycle of the Apple device fleet: procurement coordination through Apple Business Manager, imaging and zero-touch provisioning, asset tracking, and secure retirement/wipe of devices
• Serve as the senior escalation point for complex Apple-related issues, partnering with the IT Support team and systems administrators to diagnose and resolve advanced hardware, OS, and integration problems
• Develop, document, and maintain standard operating procedures, security baselines, and compliance configurations (e.g., FileVault, endpoint protection, conditional access) for all Apple devices
• Lead and mentor other IT support staff on Apple device troubleshooting and best practices, and take ownership of Apple-focused projects that improve the reliability and security of the fleet
• Respond to and resolve complex IT Support tickets involving MacBooks, iMacs, iPads, and iPhones
• Support non-Apple devices and cross-platform integrations, including Active Directory, Windows, Office 365, DNS/DHCP, LAN/WAN, and network printers, as needed
• Evaluate and pilot new Apple device management tools, automation scripts, and security enhancements, and present recommendations to IT leadership

Physical Requirements

• Work is performed while sitting/standing and interfacing with a personal computer.
• Requires the ability to communicate effectively using speech, vision, and hearing.
• Requires the regular use of hands for simple grasping and fine manipulations.
• Requires occasional bending, squatting, crawling, climbing, and reaching.
• Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs.

Qualifications

Experience

• Minimum of 4-6 years of experience supporting Apple devices (macOS, iOS/iPadOS) in an enterprise, Windows Active Directory environment, including at least 2 years administering an MDM platform (Jamf Pro, Kandji, or similar) for a fleet of 100+ devices
• Apple certifications (e.g., Jamf Certified Tech/Admin, Apple Certified Support Professional) preferred but not required

Education

• This role does not require a degree. We value relevant skills and experience and alignment with our core values above all else.

Desired Traits & Skills

• Hands-on experience administering an enterprise MDM solution (Kandji/IRU strongly preferred) and Apple Business Manager, including profile/policy deployment, app management, and zero-touch enrollment
• Working knowledge of scripting/automation (bash, Python, or similar) to streamline imaging, provisioning, and recurring support tasks across the fleet
• Solid understanding of Active Directory, Windows OS, macOS, Office 365, DNS, DHCP, and LAN/WAN networking in a mixed-platform enterprise environment
• Familiarity with endpoint security and compliance controls for Apple devices (e.g., FileVault, conditional access, endpoint detection and response)
• Demonstrated ability to mentor junior team members and lead technical projects from planning through completion
• Proficiency with MS Office required (Outlook, Word, Excel, PowerPoint)
• Strong analytical and problem-solving skills required
• Strong verbal and written communication skills; ability to explain technical and complex concepts in a simple and concise way to ensure ease of understanding
• Demonstrated ability to manage multiple assignments and deadlines in a fast-paced environment
• Ability to quickly adapt as business needs change; ability to address difficult situations with diplomacy and emotional intelligence
• Customer service-oriented attitude with a demonstrated desire to exceed expectations