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 within a fast‑growing K‑12 education technology company. Working remotely, you will ensure laptops, peripherals and cloud services run smoothly for developers, QA engineers and product teams.

Key responsibilities

• Deliver Tier 1 and 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; use cloud backup tools where applicable.
• Use Atlassian Jira/Confluence or similar service‑desk platforms to track and resolve tickets.
• Support onboarding and offboarding by provisioning users, setting up laptops and configuring 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 hours.
• Identify recurring issues and suggest 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
• Cloud backup/restore tools (e.g., Druva)
• Okta (identity management) – optional

What we offer

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