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About the Role
Serve as the primary point of contact for technical assistance, providing hands-on support for systems, applications, and devices to ensure smooth daily operations and an excellent end-user experience.
Responsibilities
- Provide tier 1 and tier 2 technical support to end-users on Windows and macOS environments, both on-site and remotely.
- Manage user accounts, access, and authentication through Okta and Microsoft Entra ID.
- Administer and support SaaS applications, including user provisioning and license management.
- Execute employee on-boarding and off-boarding processes, including device preparation and account setup.
- Support and troubleshoot hardware and peripherals such as laptops, monitors, printers, and mobile devices.
- Administer Microsoft Office 365 and Google Workspace at a basic admin level.
- Diagnose and resolve hardware, software, network, and connectivity issues.
- Track and manage support tickets, ensuring SLAs are met and users are informed.
- Collaborate with InfoSec and IT Operations on security best practices and compliance.
- Contribute to IT projects, automation initiatives, and process improvements.
Requirements
- 4+ years of experience in an IT Helpdesk, Desktop Support, or IT Operations role.
- Hands-on experience supporting Windows and macOS endpoints in a corporate environment.
- Strong working knowledge of Okta (SSO, MFA, lifecycle management) and Entra ID (users, groups, policies, DNS).
- Hands-on experience with Google Workspace administration including Gmail, Calendars, Google Drives and Google Meet services.
- Experience administering SaaS applications (user management, permissions, integrations).
- Experience with MDM solutions (e.g., Jamf, Intune, Kandji).
- Proven experience owning user on-boarding and off-boarding processes end-to-end.
- Solid experience troubleshooting hardware, peripherals, and conferencing equipment.
- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong communication and interpersonal skills, with a customer-first mindset.
- Ability to work independently, prioritize tasks, and manage multiple issues simultaneously.
Experience Level
- 4+ years of experience