L1 Help Desk Technician

Second Son Consulting, Inc.; United States; On-site; USD 58,000 - 67,000; Full time

Benefits offered by this job

PTO

401k

Health insurance

Paid holidays

Training & mentorship

Career growth

Job summary

Second Son Consulting, Inc. is an Apple-centric managed service provider hiring a curious macOS support technician for a remote role. The position is an entry point with long-term growth, working with end users who describe issues in their own words and triaging to find root causes.

You’ll learn our tools and standards, supported by experienced engineers, and eventually take on more independent work while maintaining strong client communication and teamwork.

Qualifications

• 1-2 years of professional IT experience.
• Excellent written and verbal communication with clients and teammates.
• Interest in growing toward Tier 2 Support Specialist and beyond.

Responsibilities

• Provide front-line support for macOS, iOS, and Windows devices connecting to M365, Google Workspace, Box, Dropbox, Okta, Slack, and more.
• Triage tickets that arrive vague or incomplete, asking the right questions to get from ''something's wrong” to a clear, actionable issue.
• Work tickets following our SOPs, with support close at hand while you're building your footing.
• Perform basic MDM navigation: understanding what settings are being applied through management profiles and identifying when they're the cause of an issue.
• Regularly audit backup and antivirus reports across multiple client environments.
• Monitor servers, networks, and cloud systems, and know when to raise a flag.

Skills

Excellent communication

1-2 years IT experience

Mac OS / Apple ecosystem

Customer service

Tools

M365

Google Workspace

Box

Dropbox

Okta

Slack

Job description

Second Son Consulting is an Apple-centric managed service provider based in the Los Angeles area. We work with growing businesses to make sure their technology fits the way their teams actually work — their workflows, their culture, and how they're organized. Most of what we support is Mac, iPhone, and iPad, with Windows in the mix where clients need it. Our clients are based across the country, and we support end-users in all four North American time zones. We're a small, technically focused team that takes long-term relationships seriously and invests in the people who join us. This is a remote role.

We're looking for a curious, detail-oriented macOS support technician who wants to build a real career in Apple-focused IT. This is an entry point, not a dead end. You'll take on tickets that don't always come to you well-defined, end users describe problems in their own words, not in technical terms, and part of the job is triaging past a vague description to figure out what's actually wrong. You'll learn our tools and standards, and build toward more independent, ambiguous work over time, with the support of experienced engineers and system administrators behind you. You're the bridge between the people who use the technology and the senior engineers who architect it.

We'll Provide:

• PTO, 401k, health insurance, and paid holidays
• Comprehensive training and mentorship in Apple-centric IT support
• $28–$32/hr, based on experience
• The opportunity to work alongside experienced engineers who are invested in your success
• A collaborative, supportive team that values curiosity, learning, and professional growth

What You'll Do:

• Provide front-line support for macOS, iOS, and Windows devices connecting to M365, Google Workspace, Box, Dropbox, Okta, Slack, and more.
• Triage tickets that arrive vague or incomplete, asking the right questions to get from "something's wrong” to a clear, actionable issue.
• Work tickets following our SOPs, with support close at hand while you're building your footing.
• Perform basic MDM navigation: understanding what settings are being applied through management profiles and identifying when they're the cause of an issue.
• Regularly audit backup and antivirus reports across multiple client environments.
• Monitor servers, networks, and cloud systems, and know when to raise a flag.

Skills You'll Need:

• Ability to work 9-6 ET or CT. Training for the first 90 days will be 9-6 PT.
• 1-2 years of professional IT experience, or equivalent hands-on experience.
• Excellent written and verbal communication with clients and teammates.
• Interest in growing toward Tier 2 Support Specialist and beyond as your skills develop.
• Ability to join our on-call rotation after 90 to 120 days of employment (not 24/7).
• Availability for periodic off-hours and weekend work as needs dictate.
• Availability to fly to our HQ in LA 1-2 times per year to connect with the rest of the team.