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Tech Support Specialist II

2 months, 1 week ago
Remote
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
DHCP DNS macOS Salesforce TCP/IP
Apply Now
Modern Family Law

Modern Family Law

Modern Family Law provides compassionate and innovative legal representation in divorce and family law, focusing on helping modern families navigate the complexities of family dynamics while prioritizing the well-being of children.

Specialized Consumer Services
51-250
Founded 2004
View All Jobs 8

Description

  • Respond to service desk tickets, Slack requests, and Zoom calls to triage and resolve user issues.
  • Provide Tier 1 support for macOS, Microsoft 365, and firm-supported applications.
  • Assist with password resets, MFA enrollment, user provisioning and deprovisioning, and group permissions.
  • Troubleshoot hardware, peripherals, secure Wi-Fi, VPN access, and other connectivity issues for remote users.
  • Support core software tools such as Microsoft 365, Salesforce, Adobe Acrobat, Zoom, Slack, and Jamf.
  • Document resolutions, update knowledge base articles, and improve self-service resources.
  • Support onboarding coverage during new hire provisioning cycles and help manage ticket queues.
  • Diagnose complex macOS and Apple hardware issues, including file permissions, keychain, profiles, and system performance.
  • Support and maintain Apple MDM environments such as Jamf Pro, including policies, profiles, scripts, app deployment, and reporting.
  • Troubleshoot identity, security, networking, and legal application issues, including MFA, FileVault, DNS, VPN, NetDocuments, Westlaw, and DocuSign.

Requirements

  • Must reside in Colorado and be able to work remotely with a reliable home internet connection and workstation setup.
  • Associate’s degree in information technology or a related field, or equivalent professional experience.
  • 2–4 years of remote IT support experience, including Tier 1 and Tier 2 responsibilities, preferably in a Mac-centric environment.
  • Proficiency supporting Apple hardware such as MacBooks, iMacs, iPhones, and peripherals.
  • Strong working knowledge of macOS, including system settings, user profiles, and troubleshooting tools.
  • Hands-on experience with Apple MDM solutions, preferably Jamf, including policies, profiles, and application deployment.
  • Familiarity with identity and access management tools, including MFA and role-based access controls.
  • Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
  • Knowledge of endpoint security practices, including encryption, least privilege, and secure data handling.
  • Experience with ticketing or service desk systems and ITIL-aligned workflows; familiarity with Microsoft 365, Adobe, and Zoom is expected.
  • Preferred certifications include ACSP, ADS, Jamf 100/200/300, CompTIA A+, Network+, or ITIL Foundation.
  • Legal industry experience is a plus, especially supporting practice management, document management, time/billing, or eDiscovery tools.
  • Experience supporting Microsoft 365, Salesforce, Slack, Zoom Phone, Adobe, and NetDocuments in macOS environments is preferred.
  • Ability to work outside standard hours when necessary and handle sensitive, confidential information professionally.

Benefits

  • Base salary of $72,000-$96,000, depending on experience, location, and other job-related factors.
  • Comprehensive health benefits including medical, dental, vision, HSA/FSA options, and an employee assistance program.
  • Retirement benefits including a 401(k).
  • Paid time off including vacation and sick time.
  • Short-term and long-term disability coverage.
  • Additional voluntary benefits such as accident, life, disability, critical illness, long-term care, and pet insurance.
  • Commuter and transit benefits may be available in some locations.
  • Work from anywhere eligibility after 6 months.

Interested in this position?

Apply directly on the company website

Apply Now

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