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.

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.

• 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  (Azure AD), Okta, or Jump Cloud, 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., Ninja One, Datto, Kaseya, Sentinel One, 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., Connect Wise, Autotask, HaloPSA, Service Now).
• 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.

• 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.

• 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 Power Shell.
• Experience supporting creative-industry workflows (Adobe Creative Cloud, Final Cut Pro, Logic Pro) or other vertical-specific Apple…