Helpdesk Analyst II

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and resolve intricate, high-impact, and recurring incidents until they are fully addressed.

• Conduct advanced troubleshooting on macOS, Windows, iOS, and Android devices.

• Address issues with SaaS applications, identity and access management, networking, and collaboration tools.

• Deliver personalized support to executives and VIP users.

• Develop and maintain knowledge base articles, runbooks, and troubleshooting manuals.

• Collaborate with Security, Engineering, People Team, and various business teams to resolve issues and enhance service delivery.

• Assist with employee onboarding, offboarding, and identity lifecycle management.

• Keep precise inventory records.

• Aid in hardware provisioning, recovery, and refresh initiatives.

• Assess new tools and features for potential implementation.

• Participate in platform rollouts, device refreshes, process redesign, tooling, automation, documentation, and continuous improvement efforts.

⛳️ Requirements

• A minimum of 5 years of experience in service desk, desktop support, or systems support roles.

• At least 2 years in a senior or escalation-level position.

• Expert-level skills in supporting macOS and Windows, as well as iOS and Android mobile devices.

• Extensive hands-on experience with Google Workspace and/or Microsoft 365 administration.

• Familiarity with Microsoft Entra ID, specifically regarding SSO, MFA, and access provisioning.

• Experience with Mobile Device Management (MDM) tools such as Iru and Microsoft Intune.

• Strong understanding of DNS, DHCP, VPN, and fundamental Wi-Fi networking concepts.

• Ability to prioritize issues based on business impact and escalate them as necessary.

• Excellent communication skills for engaging with both technical and non-technical audiences across different cultures and time zones.

• Flexibility to work in a hybrid/remote arrangement.

• Willingness to participate in off-hour on-call rotations.

• Occasional travel may be required to support events.

• Successful completion of a background check is mandatory.

• Preferred: Certifications like CompTIA Network+/Security+, Microsoft 365 Certified: Administrator, Google Workspace Administrator, Apple Certified Support Professional, or ITIL 4 Foundation.

• Preferred: A degree in Information Technology or a related field, or equivalent practical experience.

🏝️ Benefits

• Performance-based bonus with an annual target of 10%.

• Opportunity to work remotely within a remote-first team environment.

• Access to a modern technology stack, including Atlassian Cloud, Microsoft 365, Google Workspace, Slack, Notion, Claude, and Zoom.

• Support for occasional travel to events.

• Benefits may vary based on eligibility and location.