Help Desk Technician (Remote)

Company: ignitionit.com
Headquarters: ignitionit.com
URL: https://ignitionit.com
Location: Fully Remote · Work from home · Full-time (Eastern or Pacific time zones) · Apple-first

TL;DR

ignitionit.com, a seasoned, Apple-first MSP with almost 30 years in business, is hiring a Help Desk Technician. This role is the first point of contact for clients experiencing technical issues, providing friendly and capable support. It's a remote, work-from-home, full-time position. While described as junior-to-mid-level, experienced candidates comfortable with identity, MDM, or security work are encouraged to apply for potentially more senior roles and compensation.

The Job

Our core philosophy is that technology is a tactic; the real job is making people feel taken care of. We balance technical support with human support (49% tech, 51% human). Success is measured not just by resolving issues like configuring devices or untangling email, but by ensuring clients feel reassured and supported.

In a typical week, you might:

• Onboard new hires by provisioning Macs, setting up Google Workspace or Microsoft 365 accounts, and enrolling devices in MDM for a seamless start.
• Manage employee offboarding, including laptop recovery, access revocation, and ensuring all tasks are completed and documented.
• Troubleshoot and resolve issues such as email problems, DNS configurations, or user account issues.
• Assist clients with setting up and troubleshooting conference room AV equipment like Zoom Rooms.
• Triage support tickets to ensure prompt responses to calls and emails, managing client expectations with realistic timelines.

You will be the front line, providing direct support, conducting research, and escalating issues to the team when necessary. Knowing when to ask for help is a key skill.

About ignitionit.com

As one of the oldest Apple Technical Partners and a certified Apple Premier Partner, ignitionit.com has evolved from serving creative agencies to supporting cutting-edge, venture-backed AI SaaS startups, VC firms, and registered investment advisors, often under stringent compliance requirements (SOC 2, SEC). We maintain high standards for polished, reliable, and security-minded work, always delivered with a positive attitude.

Our culture emphasizes relationships, mutual support, and a commitment to doing things the right way. We operate in a fast-paced environment where priorities can shift, requiring adaptability, rapid learning, and proactive communication. This role offers significant independence and requires responsibility, honesty, and accountability.

Technology Stack

• Apple Ecosystem: macOS, iOS, Apple Business Manager, MDM (Jamf, AirWatch, Intune, Workspace ONE, etc.)
• Windows: Support for approximately one-third of users.
• Cloud Services: Google Workspace and Microsoft 365 administration.
• Identity & Access: SSO, MFA, security keys (Okta, Entra ID, Yubikey, etc.)
• Security Tools: A constantly evolving stack, varying by client.
• Productivity Tools: Slack, Zoom, conference room AV, networking basics (Meraki), endpoint tooling.

While you don't need to know everything from day one, a desire to learn is essential. Growth paths include infrastructure administration, project architecture, and security/compliance work.

Who We're Looking For

Hard Requirements:

• Ability to work standard business hours in Eastern or Pacific time zones.
• A quiet home workspace with reliable broadband internet.
• Proven aptitude and enjoyment of the Apple ecosystem.
• Minimum of 2 years of IT support experience, or a demonstrable history of self-taught technological expertise.

Character & Soft Skills:

• Genuine care for clients, teammates, and doing the right thing.
• A passion for learning and continuous improvement.
• Clear and concise written and verbal communication skills.
• Ability to remain calm and kind under pressure.
• Commitment to providing excellent customer service.
• Proactive problem-solving and efficiency improvement.
• Attention to detail and ability to proofread work.
• A sense of humor and ability to not take oneself too seriously.

Regarding AI

We embrace AI as a tool for increasing efficiency and output quality. If you are an AI enthusiast or willing to learn how to work effectively with AI tools, you will fit well. If you are resistant to AI or uninterested in learning new habits to work with it, this may not be the right environment.

Compensation & Logistics

• Salary: $50,000–$65,000/yr for junior-level US-based applicants, depending on experience and location. Compensation increases with experience, with opportunities for senior roles. International applicants will be compensated based on their local market.
• Type & Location: Full-time, fully remote, work from home in Eastern or Pacific time zones.
• Benefits: Medical, dental, and vision insurance; 401(k) with employer contribution; 2 weeks of PTO annually to start; home internet stipend.

How to Apply

1. Complete the online Culture Index assessment (approx. 10 minutes).
2. If your profile aligns, you will be invited to complete a 60-minute TestGorilla assessment, submit your resume, and other items.
3. Successful candidates will proceed to 2-4 video interviews, potentially including a live technical assessment.

To apply: https://weworkremotely.com/remote-jobs/ignition-inc-mac-msp-help-desk-guru-work-from-home