IT Support Technician

Job TitleSecond 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 an in-person role based in Encino, CA.This role is the operational foundation of the client experience we deliver. When a new employee starts at one of our client companies, this role is part of what makes that first day go well: their laptop is ready, their accounts are set up, and everything works. When someone leaves, this role makes sure the transition is clean and nothing falls through. The work is SOP-driven by design — documented processes built on years of experience — and your job is to execute them accurately, flag anything that's off, and help us make them better over time. That consistency is what our clients rely on, and it's what gives you a real foundation to grow from.We'll Provide:PTO, 401k, health insurance, and paid holidaysComprehensive training and mentorship in Apple-centric IT support$25–$28/hr, based on experienceThe opportunity to work alongside experienced engineers who are invested in your successA collaborative, supportive team that values curiosity, learning, and professional growthWhat You'll Do:Perform employee onboarding and offboarding, including account provisioning, permissions, device setup, shipping, retrieval, and secure device recyclingPrepare and deploy Macs, iPhones, PCs, and other endpoint devicesExecute scheduled health checks on servers, endpoint security platforms, and client environmentsResolve Tier 1 macOS and Windows support requests by following documented standard operating procedures (SOPs)Document work accurately in our ticketing system, including actions taken, outcomes, and next stepsSupport remote engineers by serving as the on-site technical resource when neededFollow established documentation while identifying opportunities to improve processesRecognize when issues require escalation and route them appropriatelyMaintain accurate ticket scope and documentation to support quality service and billingLearn not only our processes, but the reasoning behind them as you grow your technical expertiseSkills You'll Need:Comfortable working with Apple hardware, macOS, iPhone, and iPad, with basic familiarity with WindowsStrong curiosity and a genuine desire to build a long-term career in ITBasic troubleshooting skills for common operating system and software issuesExcellent attention to detail and the ability to follow documented procedures consistentlyProfessional communication skills with users at all levels of an organizationA proactive mindset with the confidence to ask thoughtful questions rather than guessAbility to recognize when an issue should be escalatedBasic knowledge of Mobile Device Management (MDM) is a plus, but not requiredEnthusiasm for continuous learning and growing into a Tier 2 support role