Help Desk Specialist I

About the role

GoGuardian is seeking a proactive, tech‑savvy Help Desk Specialist to join its remote team. You will provide Tier 1 and Tier 2 support for macOS and Windows laptops, assisting internal technical staff and ensuring devices are secure and functional.

Key responsibilities

• Deliver Tier 1 & 2 troubleshooting for macOS and Windows laptops, including hardware and software issues.
• Manage macOS devices with Jamf Pro and Windows devices with Workspace One.
• Support Google Workspace tools such as Gmail, Calendar, and Drive.
• Wipe, reimage, and restore Mac laptops; work with Druva or similar backup solutions.
• Use Atlassian Jira/Confluence or equivalent service‑desk platforms to log and resolve tickets.
• Assist with onboarding and offboarding, including user provisioning and laptop setup.
• Collaborate with U.S.‑based IT and Security teams, attending early‑morning Pacific Time meetings.
• Handle laptop and peripheral shipping, requiring reliable transportation and home storage space.

Required profile

• Strong experience supporting Apple hardware and macOS environments.
• Familiarity with Windows laptops and enterprise management tools.
• Excellent troubleshooting and communication skills.
• Ability to work remotely and be available for occasional early‑morning meetings.

Required skills

• macOS
• Windows OS
• Jamf Pro
• Workspace One
• Google Workspace (Gmail, Calendar, Drive)
• Druva (or similar cloud backup)
• Atlassian Jira
• Atlassian Confluence
• Jira Service Management