IT Support Technician 26-00216

Second 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.

• PTO, 401k, health insurance, and paid holidays
• Comprehensive training and mentorship in Apple-centric IT support
• $25–$28/hr, based on experience
• The opportunity to work alongside experienced engineers who are invested in your success
• A collaborative, supportive team that values curiosity, learning, and professional growth

• Perform employee onboarding and offboarding, including account provisioning, permissions, device setup, shipping, retrieval, and secure device recycling
• Prepare and deploy Macs, iPhones, PCs, and other endpoint devices
• Execute scheduled health checks on servers, endpoint security platforms, and client environments
• Resolve 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 steps
• Support remote engineers by serving as the on-site technical resource when needed
• Follow established documentation while identifying opportunities to improve processes
• Recognize when issues require escalation and route them appropriately
• Maintain accurate ticket scope and documentation to support quality service and billing
• Learn not only our processes, but the reasoning behind them as you grow your technical expertise

• Comfortable working with Apple hardware, macOS, iPhone, and iPad, with basic familiarity with Windows
• Strong curiosity and a genuine desire to build a long-term career in IT
• Basic troubleshooting skills for common operating system and software issues
• Excellent attention to detail and the ability to follow documented procedures consistently
• Professional communication skills with users at all levels of an organization
• A proactive mindset with the confidence to ask thoughtful questions rather than guess
• Ability to recognize when an issue should be escalated
• Basic knowledge of Mobile Device Management (MDM) is a plus, but not required
• Enthusiasm for continuous learning and growing into a Tier 2 support role