Senior Apple/Mac Helpdesk Support Specialist

Who We Are

Munchkin is one of the most innovative and fast-growing consumer product companies in the world!  With over 320+ patents under our belt, we continue to create solutions that leave our customers asking, "how did I ever live without this?" 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!

Founded in 1990, 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.   We are industry leaders in design and innovation with over 140 international product and brand design awards in the past 5 years and growing! 

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. 

After 30 years of being a leader in the baby industry, Munchkin is growing up and expanding our business reach to even more consumers with the launch of Curio, a highly curated line of home goods inspired by curiosity. 

There is no better time than now to join Munchkin as we embark on our next and biggest growth journey moving us into technology focused, higher valued products, and household consumer goods.  Munchkin is growing up 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 Senior Apple/Mac Helpdesk Support Specialist performs a wide variety of technical duties, with minimal supervision, including the support of the Company’s IT infrastructure with emphasis on Mac computers and Apple devices through diagnoses.  A strong customer service mindset is the key to succeeding in this role.  

This is a full time, onsite role, Monday - Friday.

• 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
• 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
• 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
• 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

Bring It!

• 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
• 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
• 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.
• Other duties may be assigned.

We Got You Covered!

As a Great Place to Work Certified™ company, we are committed to offering the best to our employees.  We offer a comprehensive benefits package that includes medical, vision, dental, prescription drug coverage, life insurance, wellness benefits, generous employer-matched 401(k) plan, Paid Childcare Leave, among other benefit plans.  Our total rewards are top of market and includes competitive salary, bonus and opportunities to earn equity.  We focus on supporting employee development and growth. 

We regularly hold social functions to foster a genuine camaraderie that enhances teamwork. At our company-wide award functions, we take time to recognize the talent and dedication of the people who make Munchkin the most loved baby lifestyle brand in the world.

We also provide annual weeklong global office closures giving our people a chance to recharge. 

Salary range: $ 26.44 - 31.25

This position will be in our beautiful corporate office 5 days a week.

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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