Mac Technical Support Specialist

Who We Are:

WHY Brands Inc., a parent company of Munchkin, Inc., focuses on creating, incubating, and growing the next generation of consumer lifestyle brands. Founded in 1990, Munchkin is the leading consumer product company and most loved baby lifestyle brand behind the innovative gear and products for children, mothers, and caregivers. Munchkin has sold billions of dollars of products through our key retail partners: Target, Walmart, and Amazon and has global distribution in over 50 countries. With over 350+ patents under our belt and over 250 international product and brand design awards, we continue to create solutions that leave our customers asking, "how did I ever live without this?" Innovation is the core of our company DNA and has been driving our designs for over 30 years!  Recognized as #8 on America’s Most Innovative Companies list by Fortune Magazine, innovation is the core of our company DNA and has been driving our designs for 30 years! 

We lead with our core values and believe that investing in the community is our responsibility.  We create opportunities for every child’s potential and well-being through the Radiant Colors program, work to create a sustainable future, and in partnership with the International Fund for Animal Welfare have committed to animal conservation.  

There is no better time than now to join WHY Brands as we embark on our next and biggest growth journey, and you could be the next influential leader to play a key role in driving enormous customer-centered value and rapid growth.    

What You'll Do:

The Mac Technical Support Specialist provides end-user support for the Company’s IT environment, with a focus on Mac computers and Apple devices. This role involves diagnosing and resolving technical issues, responding to support requests, and ensuring timely resolution of user inquiries. A strong customer service mindset is essential to success in this role.

How you will contribute:

• • Expert user Support for Apple devices and Mac laptops (MacOS and iOS) 
  • Deskside support for approximately 100 internal users
  • Remote support for approximately 50 offsite users (local and global offices) via phone or remote assistance
  • Assist with onboarding new users, configuring Apple devices, and integrating them into company systems
  • Setup iPhones and Mac Outlook to synchronize to M365 Exchange
  • Provide support with various Apple devices (iPhones/iPad/Apple watch)
  • Install, configure, troubleshoot and customize M365 Outlook for Mac per user’s preferences
  • Track and monitor existing and potential computer problems.  Analyze, research, and assist with resolving technical problems with software and hardware
  • Maintains hardware and software asset library for the IT department
  • Manage multiple helpdesk requests for assistance concerning desktop, laptop, printer and other computer related problems
  • Provide training to end-users on the effective use of Apple products and software, helping them maximize productivity.
  • Take ownership of tasks and follows through to ensure complete resolution
  • Develop desktop procedures and training guides
  • Network Administration/Engineering Duties
  • User/Group Administration tasks including adding new users, groups, and rights using Active Directory for Mac laptops using Jamf
  • Administer and configure enterprise-level Apple services (e.g., Apple Business Manager, Apple School Manager)
  • Develop and maintain device imaging and provisioning processes to streamline new device setup.
  • Microsoft 365 E-mail Support including add/remove users, distribution list, and archiving of e-mails
  • Regular monitoring/response on cybersecurity alerts/notifications
  • Support and troubleshoot VPN for Mac client issues
  • Maintain Mac Network Printing.  This includes basic queue administration, monitoring of traffic, and addition/deletion of print queues as needed
  • Assist in installing/configuring wireless network solutions
  • Preliminary support functions in internal web application
  • Assist IT Manager in various network administration and monitoring activities

You will have:

• Apple Certification - ACMT or similar, desired
• Four-year college degree in Computer Science and/or MCTS/A+ or equivalent certification with a minimum of 4 years of experience
• 5+ years of experience as an Apple specialist desktop support role supporting iOS devices
• 5+ years in supporting Mac computers in a networked environment
• 3+ years of Microsoft/Office 365 and above and Microsoft Azure/Active Directory experience
• Knowledge of Windows Server 2012/2016 OS interoperability with Mac computers
• Expert Desktop support skills with emphasis in MAC OS X operating systems
• Deep knowledge of macOS, iOS, Apple hardware, and associated software applications (e.g., Keynote, Pages, Numbers, etc.)
• Proven experience with Apple enterprise technologies, such as Apple Business Manager and mobile device management (MDM) solutions, such as Jamf
• Strong understanding of TCP/IP and troubleshooting internet connectivity
• Understanding of DNS services
• Ability to install, upgrade, and troubleshoot Mac hardware
• Knowledge of Helpdesk tools for tracking issues and resolution
• Proficient knowledge of Microsoft Office 365 products
• Exceptional troubleshooting skills, with a demonstrated ability to diagnose and resolve complex hardware and software issues
• Strong Customer Service Support skills with various levels of business users
• Ability to work in dynamic, fast-paced environment
• Strong collaboration skills to work in a team environment
• Possess the ability to interact with employees at all levels of the organization
• Excellent oral and written communication skills
• Attention to detail and organizational skills
• Sets high personal standards of performance
• Able to work with minimal supervision
• Flexible, willing, and able to do many different tasks – often changing assignments and priorities on short notice
• Able to work flexible hours and be available for on-call support including occasional weekends and overtime
• Willing to occasionally travel overnight for work and/or training
• Able to lift 50 lbs.

This position is scheduled Monday through Friday and follows an Alternative Workweek Schedule.

Hourly Range: $30.00 to $38.00 (DOE)

To learn more, visit us at www.munchkin.com.

Munchkin welcomes and values what makes everyone unique.  We’re proud to be an equal opportunity and affirmative action employer. All hires to our team are based on qualifications, merit, and business needs. We recruit, employ, train, and promote regardless of race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, veteran status, genetic characteristic, or any other protected status.

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