Apple Support Specialist

Ntiva Branding; McLean (VA); Remote; USD 52,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401k + company match

AD&D coverage

HSA Options

Employee Assistance Program

Education Reimbursement

Referral program

Job summary

Ntiva is seeking an Apple Support Specialist to resolve technical incidents within the Service Desk. The role involves supporting clients via phone, email, and chat, documenting steps, and escalating issues as needed.

Required are 2+ years in Apple support and 1+ year in Help Desk, with ACSP certification preferred. The position is remote, with occasional travel, and offers strong benefits and growth opportunities.

Qualifications

• 2+ years of Apple support experience.
• 1+ years of Help Desk experience.
• ACSP certification is preferred.
• Experience working for a Managed Services Provider.
• Familiarity with network devices such as firewalls and switches.

Responsibilities

• Resolve technical support incidents within the Service Desk.
• Communicate findings clearly to clients and management.
• Escalate issues when needed and coordinate resolutions.
• Document troubleshooting steps and interactions in the knowledge base.

Skills

Apple support

Help Desk

Problem solving

Time management

Communication

Education

Bachelor’s Degree in IT/MIS

Tools

MacOS

iOS

Addigy

Microsoft Office 365

Job description

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How you will make an impact

As an Apple Support Specialist, you will be responsible for resolving technical support incidents within the Service Desk department.

Location and Work Expectations

• This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).
  

What you will be doing

• Work to complete reactive and/or proactive support cases, providing exceptional support and consultation to clients via phone, email, and chat support tickets.
• Contact clients and vendors on behalf of Ntiva or our clients.
• Articulate and share technical findings with management and clients in clear, concise, and understandable terms.
• Respond to escalations from clients and technicians.
• Work with team to ensure appropriate escalation and efficient resolution of issues.
• Provide streamlined communication to management regarding escalated issues.
• Facilitate a consistent customer experience by clearly documenting all troubleshooting steps and relevant interaction.
• Ensure compliance with company best practices and procedures as well as legal and regulatory standards.
• Creation/review of internal documentation, knowledge base articles, and new tools/utilities
• Maintain proficiency in key technology areas through intentional, ongoing learning.
• Work flexible hours as business needs dictate.
• Participate in regular team meetings.
• Keep management apprised of any issues related to the department.
  • Workstation hardware support
  • MacOS and iOS operating systems
  • Mobile Device Management (Addigy, preferred)
  • Microsoft Office 365 applications and online services
  • Other third-party applications and peripheral

You’ll be successful in this role if you have

• 2+ years of Apple support experience
• 1+ years of Help Desk experience
• This role involves extended periods of sitting or standing and regular use of computers and office equipment
• Apple Certified Support Professional (ACSP)
• Strong problem-solving capabilities
• Strong organizational and time-management skills, managing multiple cases of varying difficulty from multiple clients.
• Strong attention to detail and accuracy
• Understand the business impact of technical problems and solutions.
• Capability to manage and troubleshoot issues arising from the integration of Microsoft and Apple ecosystems, ensuring seamless operation and user experience.
  

Required language skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
• Bachelor’s Degree in IT/MIS
• Experience working for a Managed Services Provider
• Familiarity with network devices such as firewalls and switches.
• Any of the following certifications: A+, Network +, Security +

Job Performance Metrics

• Billable utilization of 75% or higher
• CSAT score of 98% or higher.
• Complete and accurate case notes

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Education Reimbursement Program
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent

The base pay range for this position is expected to be between $52,000.00 and $65,000.00 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Work Authorization Criteria

In compliance with federal law, all persons hired will be required to verify identity and to complete the required employment eligibility verification form upon hire. Due to federal government contract obligations, this position requires U.S. citizenship.

Workspace Requirements and Remote Work Policy

Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce

At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline

Applications will be accepted until 11/3/26.

Equal Opportunity Employer

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.