Help Desk Specialist I

About the role

The Help Desk Specialist I provides Tier 1 and Tier 2 technical support in a Mac‑centric environment for a K‑12 education technology company. Working remotely, the specialist ensures laptops, software, and cloud services run smoothly for developers, QA engineers, and product teams.

Key responsibilities

• Deliver 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.
• Wipe, reimage, and restore Mac laptops; use cloud backup tools where applicable.
• Log and track support tasks using Atlassian Jira/Confluence or similar service‑desk platforms.
• Assist with onboarding and offboarding by provisioning users, setting up laptops, and configuring accounts.
• Maintain technical documentation in Jira Service Management and Confluence.
• Participate in meetings with U.S.‑based IT and Security teams during Pacific Time business hours.
• Identify recurring issues and propose process or automation improvements.
• Coordinate laptop and peripheral shipping logistics.

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 remote setting.
• Availability for meetings during Pacific Time business hours.
• Proficiency in English.

Required skills

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

What we offer

• Competitive hourly pay ($28–$34 per hour)
• Health, accident, and life insurance
• Retirement savings plan
• Remote work flexibility