Help Desk Specialist I

About the role

The Help Desk Specialist I provides Tier 1 and Tier 2 support for a Mac‑centric technical environment, assisting internal technical staff, developers, QA engineers and product teams. The role ensures devices and services run smoothly, enabling the organization to deliver its K‑12 education technology solutions.

Key responsibilities

• Provide Tier 1 and Tier 2 support for macOS and Windows laptops and related applications.
• Manage macOS devices with Jamf Pro and Windows devices with Workspace One, handling configuration and updates.
• Troubleshoot Google Workspace tools such as Gmail, Calendar, and Drive.
• Perform wiping, reimaging, and restoring of Mac laptops; work with cloud backup tools.
• Use Atlassian Jira/Confluence (or similar service‑desk platforms) to track and resolve support tickets.
• Assist with onboarding and offboarding: provision users, set up laptops, configure accounts.
• Maintain technical documentation in Jira Service Management and Confluence.
• Participate in regular meetings with U.S.‑based IT and Security teams during Pacific Time business hours.
• Identify recurring issues and suggest process or automation improvements.
• Manage laptop and peripheral shipping logistics, requiring reliable transportation.

Required profile

• 1–2 years of IT support experience, preferably in software or SaaS environments.
• Strong communication skills, personable and solution‑oriented.
• Ability to work independently and collaboratively in a fully remote setting.
• Availability for meetings during Pacific Time business hours.
• Fluent English proficiency.

Required skills

• macOS and Windows support.
• Jamf Pro device management.
• Workspace One device management.
• Google Workspace administration and troubleshooting.
• Atlassian Jira and Confluence (or similar service‑desk tools).
• Experience with cloud backup/restore solutions (e.g., Druva).
• Basic knowledge of identity management systems such as Okta.

What we offer

• Competitive hourly pay ranging from $28 to $34.
• Health, accident, and life insurance.
• Retirement savings plan.
• Opportunities to work with cutting‑edge education technology.