Senior IT Support Specialist

The Senior IT Support Specialist, reporting to the IT Director, serves as the escalation point for complex endpoint, identity, and system issues in a predominantly macOS environment with some Windows PCs. This role provides advanced technical troubleshooting, supports endpoint management through MDM, and drives problem management initiatives to improve reliability and end‑user satisfaction. The Senior IT Support Specialist also leads inventory lifecycle operations, executes new office and desk deployments, and mentors Tier 1 IT staff.

This position requires occasional travel to Scottsdale and other locations for onsite deployments, escalations, and asset management activities.

Our mission is to help business owners achieve their personal, professional, and financial goals through the growth of their businesses. We work in dozens of verticals and provide strategic business guidance through courses, live events, partnerships, and investments. Our core values are the backbone of our business and guide our hiring process: we are inspirational, disciplined, accountable, transparent, aligned, and results oriented.

This company operates nationally and is growing by the day.

• Complex endpoint and MDM issues are resolved quickly and accurately, reducing escalations and repeat incidents.
• Asset management is standardized and maintained, ensuring full lifecycle visibility, accountability, and compliance.
• IT processes and knowledge base content are continuously improved, increasing team efficiency and user satisfaction.

• Own escalations for complex endpoint issues in a macOS‑first environment with some Windows PCs.
• Troubleshoot advanced macOS issues: OS upgrades, profiles/configuration, performance, application conflicts, certificates/keychain, security prompts, printing/scanning, and peripherals/docks/monitors.
• Support endpoint management (MDM): enrollment issues, configuration profiles, compliance/security baselines, app deployments, and OS update troubleshooting.
• Provide advanced Okta troubleshooting: user sign‑in anomalies, MFA factors, SSO issues, and user‑impact triage of app access problems.
• Support Google Workspace and Microsoft 365 user‑impact issues (mail client behavior, Drive/One Drive sync, Teams/Meet issues as applicable).
• Perform light network troubleshooting onsite:
  Wi‑Fi validation, basic LAN checks, patching/cabling, printer/network device connectivity, and coordinated escalation to network resources/vendors.
• Lead inventory and asset lifecycle: standards for tagging, assignment, audit cadence, refresh planning, warranty/RMA coordination, and secure disposal.
• Execute and improve new hire desk setups and office deployments: standards, checklists, hardware staging, and conference room readiness.
• Drive problem management: identify trends, produce root cause analyses (RCA), implement permanent fixes, and improve SOPs/KB; mentor Tier 1 staff.
• Travel to Scottsdale and other locations for deployments, escalations, office setups, and inventory work as needed.

• Customer‑focused and service‑oriented, with strong interpersonal and communication skills.
• Advanced troubleshooting and diagnostic skills for macOS systems and related integrations.
• Knowledge of MDM, Okta, Google Workspace, and Microsoft 365 administration.
• Ownership mindset with strong organization and prioritization in a fast‑paced, scaling environment.
• High attention to detail and consistency in documentation, configurations, and asset management.
• Collaborative approach with the ability to mentor and elevate the skills of Tier 1 staff.
• Continuous improvement mindset with the ability to standardize, document, and automate processes.

• 3–5 years of IT support experience, including advanced endpoint troubleshooting in a macOS environment.
• Proficiency with macOS administration and basic Windows troubleshooting.
• Hands‑on experience with MDM solutions (e.g., Jamf, Kandji, Intune, or similar).
• Familiarity with Okta or other SSO/MFA identity platforms.
• Experience supporting Google Workspace and Microsoft 365 applications.
• Strong documentation and ticket management skills using an ITSM…