Senior Desktop Support Analyst

This is a fully remote position, open to applicants in Argentina, +4 more countries.

📋 Description

• Deliver Tier 2/Tier 3 technical assistance for employees in macOS and Windows environments.

• Analyze and resolve intricate hardware, operating system, application, network connectivity, authentication, and peripheral challenges.

• Act as a point of escalation for challenging or high-impact support issues.

• Assist employees during onboarding, role transitions, hardware replacements, and offboarding processes.

• Configure, deploy, troubleshoot, and sustain laptops, desktops, mobile devices, peripherals, and office technology.

• Manage Jamf for macOS device administration and Microsoft Intune for Windows and mobile device management.

• Ensure compliance, security, software deployment, inventory, and asset tracking for endpoint configurations.

• Administer and support Okta for identity and access management, encompassing SSO, MFA, provisioning, deprovisioning, groups, and access modifications.

• Utilize Jira Service Management for incident, request, problem, workflow, documentation, reporting, and automation management.

• Oversee and troubleshoot Google Workspace, Slack, Okta, and various enterprise SaaS applications.

• Adhere to standards for endpoint, account, encryption, patching, antivirus/EDR, device management, and security.

• Collaborate with Security teams on endpoint investigations, remediation, and access-related incidents.

• Develop technical documentation, troubleshooting guidelines, knowledge base articles, and standard operating procedures.

• Recognize recurring issues and propose scalable solutions, automation, and process enhancements.

• Engage in IT projects, application rollouts, migrations, endpoint initiatives, and technological advancements.

• Mentor junior support team members and encourage consistent troubleshooting methodologies.

• Facilitate responsible utilization of AI tools and support AI infrastructure and integrations, including MCP servers, API gateways, APIs, authentication, and enterprise integrations.

⛳️ Requirements

• Over 7 years of professional IT experience, with substantial expertise in desktop support, help desk, endpoint engineering, systems administration, or a comparable technical support role.

• More than 5 years of hands-on experience with Jira Service Management.

• Over 5 years of practical experience with Jamf/Jamf Pro.

• More than 5 years of hands-on experience with Microsoft Intune.

• At least 5 years of experience managing or supporting Slack in an enterprise setting.

• Over 5 years of experience administering or supporting Google Workspace.

• Advanced troubleshooting capabilities with macOS and Windows.

• Profound understanding of endpoint management, MDM concepts, software deployment, patch management, and device security.

• Strong grasp of identity and access management principles, including SSO, MFA, user provisioning, and role/group-based access.

• Experience troubleshooting fundamental networking concepts such as TCP/IP, DNS, DHCP, VPN, Wi-Fi, and common connectivity problems.

• Experience providing support to remote and geographically dispersed employees.

• Excellent written and verbal communication skills.

• Ability to convey technical concepts clearly to non-technical staff members.

• Proven capability to independently investigate and resolve complex technical challenges.

• Strong organizational abilities with the capacity to prioritize multiple incidents, requests, and projects.

🏝️ Benefits

• Family healthcare coverage, including dental and vision.

• Competitive salary and 401K plan.

• RSU grants available for full-time employees.

• Employee Stock Purchase Plan (ESPP).

• Flexible vacation policy.

• Maternity and paternity leave.

• Provision of a MacBook Pro for work, along with a generous stipend to customize your workstation.

• Childcare bonus (for human children only).

• Support for fertility treatments.

• Opportunities for learning and development.

• Commuter benefits.

• A culture that fosters a healthy work-life balance.