Mac Technical Support Specialist

Mac Technical Support SpecialistWHY Brands Inc., a parent company of Munchkin, Inc., focuses on creating, incubating, and growing the next generation of consumer lifestyle brands. Founded in 1990, Munchkin is the leading consumer product company and most loved baby lifestyle brand behind the innovative gear and products for children, mothers, and caregivers. Munchkin has sold billions of dollars of products through our key retail partners: Target, Walmart, and Amazon and has global distribution in over 50 countries. With over 350+ patents under our belt and over 250 international product and brand design awards, we continue to create solutions that leave our customers asking, "how did I ever live without this?" Innovation is the core of our company DNA and has been driving our designs for over 30 years! Recognized as #8 on America's Most Innovative Companies list by Fortune Magazine, innovation is the core of our company DNA and has been driving our designs for 30 years!We lead with our core values and believe that investing in the community is our responsibility. We create opportunities for every child's potential and well-being through the Radiant Colors program, work to create a sustainable future, and in partnership with the International Fund for Animal Welfare have committed to animal conservation.There is no better time than now to join WHY Brands as we embark on our next and biggest growth journey, and you could be the next influential leader to play a key role in driving enormous customer-centered value and rapid growth.The Mac Technical Support Specialist provides end-user support for the Company's IT environment, with a focus on Mac computers and Apple devices. This role involves diagnosing and resolving technical issues, responding to support requests, and ensuring timely resolution of user inquiries. A strong customer service mindset is essential to success in this role.How you will contribute:Expert user support for Apple devices and Mac laptops (MacOS and iOS)Deskside support for approximately 100 internal usersRemote support for approximately 50 offsite users (local and global offices) via phone or remote assistanceAssist with onboarding new users, configuring Apple devices, and integrating them into company systemsSetup iPhones and Mac Outlook to synchronize to M365 ExchangeProvide support with various Apple devices (iPhones/iPad/Apple watch)Install, configure, troubleshoot and customize M365 Outlook for Mac per user's preferencesTrack and monitor existing and potential computer problems. Analyze, research, and assist with resolving technical problems with software and hardwareMaintains hardware and software asset library for the IT departmentManage multiple helpdesk requests for assistance concerning desktop, laptop, printer and other computer related problemsProvide training to end-users on the effective use of Apple products and software, helping them maximize productivity.Take ownership of tasks and follows through to ensure complete resolutionDevelop desktop procedures and training guidesNetwork Administration/Engineering Duties:User/Group Administration tasks including adding new users, groups, and rights using Active Directory for Mac laptops using JamfAdminister and configure enterprise-level Apple services (e.g., Apple Business Manager, Apple School Manager)Develop and maintain device imaging and provisioning processes to streamline new device setup.Microsoft 365 E-mail Support including add/remove users, distribution list, and archiving of e-mailsRegular monitoring/response on cybersecurity alerts/notificationsSupport and troubleshoot VPN for Mac client issuesMaintain Mac Network Printing. This includes basic queue administration, monitoring of traffic, and addition/deletion of print queues as neededAssist in installing/configuring wireless network solutionsPreliminary support functions in internal web applicationAssist IT Manager in various network administration and monitoring activitiesYou will have:Apple Certification - ACMT or similar, desiredFour-year college degree in Computer Science and/or MCTS/A+ or equivalent certification with a minimum of 4 years of experience5+ years of experience as an Apple specialist desktop support role supporting iOS devices5+ years in supporting Mac computers in a networked environment3+ years of Microsoft/Office 365 and above and Microsoft Azure/Active Directory experienceKnowledge of Windows Server 2012/2016 OS interoperability with Mac computersExpert Desktop support skills with emphasis in MAC OS X operating systemsDeep knowledge of macOS, iOS, Apple hardware, and associated software applications (e.g., Keynote, Pages, Numbers, etc.)Proven experience with Apple enterprise technologies, such as Apple Business Manager and mobile device management (MDM) solutions, such as JamfStrong understanding of TCP/IP and troubleshooting internet connectivityUnderstanding of DNS servicesAbility to install, upgrade, and troubleshoot Mac hardwareKnowledge of Helpdesk tools for tracking issues and resolutionProficient knowledge of Microsoft Office 365 productsExceptional troubleshooting skills, with a demonstrated ability to diagnose and resolve complex hardware and software issuesStrong Customer Service Support skills with various levels of business usersAbility to work in dynamic, fast-paced environmentStrong collaboration skills to work in a team environmentPossess the ability to interact with employees at all levels of the organizationExcellent oral and written communication skillsAttention to detail and organizational skillsSets high personal standards of performanceAble to work with minimal supervisionFlexible, willing, and able to do many different tasks – often changing assignments and priorities on short noticeAble to work flexible hours and be available for on-call support including occasional weekends and overtimeWilling to occasionally travel overnight for work and/or trainingAble to lift 50 lbs.This position is scheduled Monday through Friday and follows an Alternative Workweek Schedule.Hourly Range: $30.00 to $38.00 (DOE)Munchkin welcomes and values what makes everyone unique. We're proud to be an equal opportunity and affirmative action employer. All hires to our team are based on qualifications, merit, and business needs. We recruit, employ, train, and promote regardless of race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, veteran status, genetic characteristic, or any other protected status.