Apple Technician - Tier I

Creative Resources Technology is expanding our Marketing team. This is a full-time role with benefits, working Monday - Friday in Austin, TX. Position Summary The Tier I Technician serves as the first point of contact for client support requests, providing expert troubleshooting, configuration, and resolution for Apple-centric environments alongside Windows, mobile, cloud, and network systems. The Tier I Technician delivers consistent, high-quality service in alignment with company values, maintains accurate documentation, and escalates complex issues to senior engineers as appropriate. Core Responsibilities Provide first-line support via phone, email, chat, and remote-access tools for macOS, iOS, iPadOS, Windows, and common business applications. Triage, diagnose, and resolve hardware, software, peripheral, printer, and connectivity issues for Apple and Windows endpoints. Configure, deploy, and onboard new Mac, iPhone, iPad, and PC devices using MDM and RMM platforms (Jamf, Addigy, or Intune) and Apple Business Manager / Automated Device Enrollment. Support and administer Microsoft 365 and Google Workspace environments, including user provisioning, mailbox/file permissions, and license assignments. Support identity and access management platforms such as Microsoft Entra ID (Azure AD), Okta, or JumpCloud, including MFA enrollment, password resets, and SSO troubleshooting. Diagnose and resolve LAN/Wi-Fi connectivity issues, including basic switching, routing, VPN, and DNS troubleshooting. Monitor and respond to alerts from RMM and endpoint security tools (e.g., NinjaOne, Datto, Kaseya, SentinelOne, Sophos, Huntress) and follow defined runbooks for remediation. Document all troubleshooting steps, resolutions, configuration changes, and client-specific knowledge in the ticketing/PSA system (e.g., ConnectWise, Autotask, HaloPSA, ServiceNow). Maintain accurate time entries and ticket statuses to support billing accuracy and SLA performance. Verify backups, assist with recovery requests, and report any backup failures to senior engineers. Educate end users on best practices for security, device usage, and productivity tools in clear, non-technical language. Identify recurring issues, service gaps, or opportunities for automation and surface them to the Technical Manager. Maintain strict confidentiality of all client data, credentials, and proprietary information. Escalate technical issues to Tier II/III engineers when scope, complexity, or risk exceeds Tier I authority. Attend daily team huddles, weekly team meetings, and ongoing training sessions. Continuously seek to expand technical skills through certifications, vendor training, and internal knowledge sharing. Perform other duties as assigned. Required Qualifications Minimum 2 years of professional experience providing technical support in a managed services, corporate IT, or Apple-focused environment. Working knowledge of current macOS releases (macOS Tahoe 26.x; Sequoia 15.x) and current iOS/iPadOS versions. Working knowledge of Windows 11 (and Windows 10 where still in production) in a business environment. Hands-on experience with at least one MDM platform (Jamf Pro, Jamf Now, Addigy, Mosyle, or Microsoft Intune). Hands-on experience administering Microsoft 365 and/or Google Workspace at the user/admin level. Familiarity with Apple Business Manager, Automated Device Enrollment, and Managed Apple IDs. Solid understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi fundamentals. Experience with a PSA/ticketing system and an RMM platform. Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical users. Excellent follow-through, attention to detail, and ability to manage multiple concurrent tickets against SLA deadlines. Self-motivated with the ability to work independently and collaboratively within a team. Ability to handle sensitive and confidential information with discretion and professionalism. Reliable transportation and a valid driver's license for occasional client site visits. Ability to lift up to 50 lbs and perform basic deskside hardware work as needed. Preferred Qualifications Apple Certified Support Professional (ACSP) or Apple Certified IT Professional (ACITP). Jamf certifications (Jamf Certified Associate, Jamf 200, or higher) or Addigy. Experience with macOS scripting (zsh/bash) or basic PowerShell. Experience supporting creative-industry workflows (Adobe Creative Cloud, Final Cut Pro, Logic Pro) or other vertical-specific Apple deployments. Familiarity with endpoint security and EDR/XDR platforms. Familiarity with password management platforms (1Password, Bitwarden, Keeper) and MFA solutions (Duo, Microsoft Authenticator). Core Competencies Customer service mindset — delivers service consistent with company values and client satisfaction goals. Ownership and accountability — sees tickets through to confirmed resolution. Clear communication — keeps clients and teammates informed throughout the support lifecycle. Curiosity and continuous learning — proactively learns new platforms and technologies. Sound judgment — knows when to act independently and when to elevate. Professionalism — represents the company well in every client interaction, on-site or remote. Location: Onsite Role Type: Full time Salary range based on experience: $46,238-$57,075 PTO Holidays Medical, Dental, and Vision Insurance About Creative Resources Technology: At Creative Resources Technology Group, we provide top-tier Mac-based IT support for small to medium-sized businesses across Central Texas and Southern California . Since 1996, we've been helping companies streamline their operations with fast, responsive, and customized IT solutions that enable you to focus on growing your business, with fewer disruptions and a reliable partner at your side. We work closely with industries utilizing Mac-based technology to offer tailored IT strategies designed to reduce downtime, increase productivity, and protect sensitive data. In addition, our certified experts are part of the Apple Premium Technical Partner, delivering unmatched technical knowledge and proactive services that shut down system issues before they can disrupt your workflow. When poor IT management holds you back, you don't just lose time—you lose out on your potential for growth. CRTG's approach ensures that your systems run smoothly 24/7, and with our 100% satisfaction guarantee, you can expect to see immediate improvements in your technology's performance. Creative Resources Technology Group reserves the right to modify this job description at any time and without prior notice. On an annual basis, Management will review and may make recommendation for amendment to the job description as needed. #J-18808-Ljbffr Creative Resources Technology Group, Inc.