Help Desk Specialist I – Mac & Windows Support

About the role

The Help Desk Specialist I provides Tier 1 and Tier 2 technical support for a Mac‑centric environment, assisting internal teams with hardware, software, and device management. The role works remotely with U.S.‑based IT and Security teams during Pacific Time business hours.

Key responsibilities

• Provide Tier 1 and Tier 2 support for macOS and Windows laptops and related applications.
• Manage macOS devices via Jamf Pro and Windows devices via Workspace One, handling configuration and updates.
• Troubleshoot Google Workspace tools such as Gmail, Calendar, and Drive.
• Perform wiping, reimaging, and restoring of Mac laptops, preferably using cloud backup solutions.
• Use Atlassian Jira/Confluence (or similar service desk platforms) to track and resolve support tickets.
• Assist with onboarding and offboarding by provisioning users, setting up laptops, and configuring accounts.
• Maintain and update technical documentation in Jira Service Management and Confluence.
• Participate in regular meetings with U.S. IT and Security teams during Pacific Time hours.
• Support developers, QA engineers, and product teams with professional technical assistance.
• 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 and Windows support.
• Jamf Pro device management.
• Workspace One device management.
• Google Workspace administration and troubleshooting.
• Atlassian Jira and Confluence (or similar service desk platforms).
• Experience with cloud backup and restore tools such as Druva (preferred).
• Basic knowledge of identity management systems like Okta (a plus).

What we offer

• Competitive hourly pay ranging from $28 to $34 based on experience and location.
• Health, accident, and life insurance.
• Retirement savings plan.
• Additional benefits and perks.