Apple Support Specialist

Ntiva, Inc.; Oregon; Hybrid; USD 52,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401k with company-matched 4%

Life and AD&D coverage

HSA Options

PTO & Holidays

Education Reimbursement

Employee Referral Bonus

Career advancement

Job summary

Ntiva, Inc. in the United States is seeking an Apple Support Specialist to resolve technical incidents within the Service Desk. This remote role offers flexibility while travel to centers is occasional.

You'll work with Apple MacOS/iOS, Addigy, and Office 365, handle escalations, document steps, and maintain customer satisfaction. The position emphasizes strong communication, problem solving, and collaboration in a fast-paced MSP environment.

Qualifications

• 2+ years of Apple support experience.
• 1+ years of Help Desk experience.
• Strong problem-solving capabilities.
• Strong organizational and time-management skills, managing multiple cases from multiple clients.
• Strong attention to detail and accuracy.
• Strong communication skills.
• Ability to understand the business impact of technical problems.

Responsibilities

• 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 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.
• Document all troubleshooting steps and relevant interaction clearly.
• Maintain proficiency in key technology areas through ongoing learning.

Skills

Apple support experience

Help Desk experience

Problem solving

Time management

Attention to detail

Communication skills

English proficiency

Education

Bachelor's Degree in IT/MIS

Tools

Addigy

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
• Strong communication skills
• 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

Bonus points for

• Bachelor's Degree in IT/MIS
• Experience working for a Managed Services Provider
• Apple retail experience
• 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
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
• 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.

FLSA Status: Salaried, Non-Exempt

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.

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.