Ignition, Inc.: MSP Mac Help Desk Guru (Work from Home)
Source: We Work Remotely
Headquarters: ignitionit.com
Apply Here: Culture Index Assessment
Role Overview
- Status: Full-time
- Location: Fully Remote (Must be available in Eastern or Pacific time zones)
- Focus: Apple-first
Ignition, Inc. is a seasoned, Apple-first MSP in business for almost 30 years. We are hiring a Help Desk Technician to be the friendly, capable first voice our clients reach when something isn't working.
While this is written as a junior-to-mid-level role, we are open to more seasoned candidates comfortable in identity, MDM, or security work. We are happy to discuss a more senior scope and compensation if that fits your profile.
What the Job Entails
Our core value is “49% tech support, 51% human support.” You will succeed by configuring devices, resetting access, and troubleshooting issues, but you will know you have truly succeeded when a client feels taken care of.
In a typical week, you might:
- Onboard new hires: Provision Macs, set up Google Workspace or Microsoft 365 accounts, and enroll devices in MDM.
- Offboard employees: Recover laptops, revoke access, and ensure all security loops are closed.
- Troubleshoot: Resolve email issues (DNS, phishing filters, password syncs) and assist with conference-room AV setups.
- Triage: Manage the support queue to ensure phones are answered and emails are addressed with realistic timelines.
About Ignition, Inc.
We are one of the only certified Apple Premier Partners. Our clients include cutting-edge, venture-backed AI SaaS startups, VC and private equity firms, and registered investment advisors. We hold ourselves to a high standard of polished, reliable, and security-minded work.
We are a tight, supportive team that values relationships. We move fast, and priorities shift. If you can stay warm under pressure, create order out of chaos, and learn quickly, you will thrive here. We offer a high degree of independence and expect our team members to be naturally responsible and highly accountable.
The Tech Stack
You don't need to know all of these, but you should be eager to learn:
- Apple Core: macOS, iOS, Apple Business Manager, and MDM (Jamf, Kandji, Intune, Workspace ONE, etc.)
- Windows: About one-third of our users operate on Windows.
- Admin Consoles: Google Workspace and Microsoft 365.
- Identity & Security: SSO, MFA, and security keys (Okta, Entra ID, Yubikey).
- Productivity & Networking: Slack, Zoom, conference-room AV, and Meraki networking.
Requirements
Hard Requirements:
- Ability to work standard business hours in Eastern or Pacific time zones.
- A quiet home workspace and reliable broadband.
- Proven Apple aptitude (you use and like the Apple ecosystem).
- At least 5 years of IT support experience.
Character Traits:
- Genuinely cares about clients and teammates.
- Loves to learn and spends time doing so.
- Communicates clearly in writing.
- Stays calm and kind with frustrated users.
- Refuses to settle for "good" customer service when "fantastic" is possible.
- Proactive about fixing inefficiencies.
- Has a sense of humor and doesn't take themselves too seriously.
Regarding AI
We embrace AI as a tool to evolve and stay competitive. If you are an AI tinkerer, we want to hear about it. If you are allergic to AI or have no interest in learning new habits to work effectively with it, this is not the place for you.
Compensation & Benefits
- Base Salary:
- USA: $50,000–$65,000/yr for junior-side applicants (depending on experience and local geographical price index).
- International: Compensated according to your local employment market.
- Note: Experienced, senior candidates can be slotted higher.
- Benefits: Medical, dental, and vision for the employee, 401(k) with employer contribution, 2 weeks of PTO to start, and a home internet stipend.
How to Apply
- Complete the Culture Index assessment (approx. 10 minutes).
- If your profile matches our needs, we will reach out for a 60-minute TestGorilla assessment and a request for your resume.
- We conduct 2–4 video interviews, which may include a live technical assessment.