Strong root-cause analysis and problem-solving skills
Exceptional customer service and communication skills
Responsibilities
Resolve escalated and complex support issues from intake through resolution
Provide in-office, hands-on support for hardware, software, and peripherals
Support and troubleshoot macOS devices and the Windows minority
Manage device lifecycle through Iru (MDM): enrollment, configuration, and compliance
Troubleshoot Meraki Wi-Fi connectivity and coverage issues
Build, maintain, and improve IT runbooks and automated workflows
Lead new-hire device setup and onboarding, manage offboarding and hardware recovery
Benefits
Medical, Dental, and Vision coverage
Flexible Spending Account for Health & Dependent Care
Continuing Education and Professional Development opportunities
Corporate Wellness Program and Employee Assistance Program
401k Plan with employer contributions
Tuition Reimbursement after 6 months of employment
Paid Time Off and Paid Holidays
Full Job Description
What this Job Entails
The IT Support Specialist (L2/L3) provides advanced, mostly in-office support for our client, a ~1,500-person company running a 95% Mac / 5% Windows environment. This role handles escalated and complex issues, delivers hands-on device and network support, and helps build the runbooks and automation that improve self-service over time. Scope
Works on complex, non-routine issues that require independent judgment and root-cause analysis
Operates with minimal supervision; serves as the escalation point between frontline support and specialist or vendor teams
Identifies recurring issues and turns fixes into documented, automated workflows
Your Roles and Responsibilities
Resolve escalated and complex support issues, with ownership from intake through resolution
Provide in-office, hands-on support for hardware, software, peripherals, and conference spaces
Support and troubleshoot macOS devices (95% of the fleet) and the Windows minority, including OS, application, and performance issues
Manage device lifecycle through Iru (MDM): enrollment, configuration profiles, app deployment, patching, and compliance
Troubleshoot Meraki Wi-Fi connectivity and coverage issues; work with network teams on escalations
Administer and support Google Workspace and Slack: accounts, groups, permissions, and integrations
Build, maintain, and improve IT runbooks and automated workflows in Console (ITSM)
Analyze ticket trends to find recurring issues, close knowledge gaps, and reduce escalations
Lead new-hire device setup and onboarding; manage offboarding and hardware recovery
Coordinate with vendors on hardware repairs, RMAs, and escalated software issues
Maintain accurate IT asset inventory
Ensure devices meet security standards (encryption, OS currency, MDM compliance)
Mentor junior support staff and share knowledge across the team (L3)
Required Qualifications/Skills
3 to 5+ years of IT support experience (L2), or 5+ years (L3), in a fast-paced, Mac-centric environment
Deep macOS troubleshooting skills; working knowledge of Windows
Hands-on experience with an Apple MDM (Iru/Kandji, Jamf, or similar)
Google Workspace and Slack administration experience
Experience with an ITSM platform and writing runbooks or knowledge base content
Strong root-cause analysis and problem-solving skills
Exceptional customer service and communication skills, including explaining technical issues to non-technical users
Self-directed, with sound judgment on when to resolve, escalate, or automate
Preferred Qualifications
Experience with Console or similar ITSM and automation platforms
Workflow automation or scripting experience (Bash, Python, Apps Script, or no-code automation tools)
Okta or other identity provider administration
Apple certifications (ACSP, ACIT) or Meraki certification (CMNA)
Experience supporting conference rooms and AV/video conferencing
Physical Demand & Work Environment
Primarily on site in the client's office, with occasional remote work
Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to lift and carry IT equipment up to 30 lbs
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
Salary Range $30.12 - $50.19 USD (Hourly)
Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees,including:
Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through UHC
Nationwide Vision provided by UHC
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program provided by Goomi Group
Employee Assistance Program
Wellness Days
401k Plan
Basic and Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law
About Astreya Partners
Astreya Partners is a global IT solutions provider that specializes in providing IT services to some of the world's largest and most innovative companies. The company offers a wide range of services, including IT consulting, managed services, and staffing solutions. Astreya Partners has a strong focus on innovation and is committed to helping its clients stay ahead of the curve in the rapidly evolving world of technology. The company has a global presence, with offices in North America, Europe, and Asia.
