Help Desk Specialist I – Tier 1/2 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 K‑12 education technology company. Working remotely, you will assist developers, QA engineers and product teams, ensuring smooth operation of laptops, cloud services and device management tools.

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, updates and imaging.
• Troubleshoot Google Workspace tools such as Gmail, Calendar and Drive.
• Wipe, reimage and restore Mac laptops, using cloud backup solutions.
• Log and track support tickets using Atlassian Jira/Confluence or similar service‑desk platforms.
• 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 business hours.
• Identify recurring issues and propose process or automation improvements.
• Coordinate shipping logistics for laptops and peripherals.

Required profile

• 1–2 years of IT support experience, preferably in a software or SaaS environment.
• 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.
• 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 tools (e.g., Druva).
• Basic knowledge of identity management systems such as Okta.

What we offer

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