On-site Apple Support Specialist

You’ll spend most of your week in the field, visiting home users and small business clients around the Portland and Vancouver metro area. Think Mac setups and migrations, iPhone and iPad questions, Wi-Fi and printer problems, backups that stopped running, Apple IDs, photo libraries, and the full range of “it was working yesterday” calls. Some of your work will be remote support from our Broadway service center, and you’ll pitch in on small business clients alongside the Launch Tech team.

This work is mostly Apple, so you need real depth there. But our customers own PCs too, and you’ll need to be comfortable troubleshooting Windows machines and mixed-platform home networks.

Working in someone’s home or small office is different from working in a corporate IT department. You’re in their space, explaining things to people who are not technical, often when they’re frustrated. Patience and plain language matter here as much as technical skill. A good sense of humor helps too.

Primary responsibilities

• Provide on-site support for home users and small business clients in a professional, respectful manner
• Diagnose and resolve hardware and software issues on Macs, iPhones, iPads, and Apple TVs
• Troubleshoot Windows computers and mixed Apple and PC home networks
• Set up new machines, migrate data, and configure backups
• Configure and troubleshoot home Wi-Fi, routers, printers, and peripherals
• Help customers with Apple ID, iCloud, Photos, Mail, and other Apple services
• Provide remote support when an on-site visit isn’t needed
• Travel to customer locations throughout the Portland and Vancouver metro area
• Work with our Service Coordinator to keep your schedule efficient
• Document all work and track your time thoroughly and accurately in our ticketing system
• Explain technical issues in terms customers understand, and leave them better informed than you found them
• Communicate clearly with the rest of the team
• Work occasional evenings or weekends when a customer situation requires it

• Three or more years supporting Apple hardware and macOS in a service or support role
• Working knowledge of Windows and the ability to troubleshoot PC issues
• Solid understanding of home and small office networking, including routers, Wi-Fi, and printers
• Strong verbal and written communication skills, with the patience to explain things to non-technical customers
• Attention to detail
• Excellent troubleshooting skills
• Ability to follow directions and policies
• Valid driver license, clean driving record, and reliable transportation

Nice to have

• Apple Certified Support Professional (ACSP) or Apple Certified Mac Technician (ACMT)
• Hands-on Mac hardware repair experience
• Experience with Synology NAS or other home and small office storage
• Experience with Ubiquiti UniFi networks
• Microsoft 365 or Google Workspace administration
• Experience supporting small business clients, * Criminal background check, since you’ll be working in customers’ homes and businesses
• Review of your driving history, valid driver license, and proof of reliable transportation
• Technical knowledge testing as part of your interview

When you’re not on the road, you’ll be at our service center on NE Broadway. We provide a laptop and a company cell phone, plus the hardware and software tools you need to do the job well. This is a Monday through Friday, 9 to 5 position, though customer emergencies occasionally call for evening or weekend hours., This is a full-time salaried position. Based on experience, we expect the salary for this position to be in the $45k to $50k range.

You can also expect:

• Potential for bonuses
• Paid vacation, sick, and holiday benefits
• Medical and dental insurance
• Certification and continuing education benefits
• 401k, * 401(k)
• Dental insurance
• Health insurance
• Paid time off

MacForce has been part of Portland’s Apple community since 1991 and an Apple Authorized Service Provider since 1998. We are Portland’s only independent AASP. Our sister company, Launch Technologies, handles business IT and managed services for Windows and Apple clients.