IT Helpdesk & Network Support Specialist

About the role

Drake & Associates is looking for a customer‑focused IT Helpdesk & Network Support Specialist to serve its 60‑person team across the Waukesha and Mequon offices. You will be the primary point of contact for onboarding, hardware and software troubleshooting, macOS endpoint management, and local network administration in a fully Microsoft‑free, Google‑native environment.

Key responsibilities

• Provide tier‑1 and tier‑2 support via ticketing system, Slack or in‑person for staff at both locations.
• Provision, deploy and manage Apple hardware using Apple Business Manager and MDM solutions.
• Administer Google Workspace accounts, security groups and MFA, and troubleshoot Google Calendar syncs and core SaaS tools such as Salesforce, BambooHR and ActiveCampaign.
• Configure, monitor and troubleshoot LAN, Wi‑Fi, routers and VPN connections, including TCP/IP, DHCP, DNS, VLANs and firewall rules.
• Maintain documentation, SOPs and self‑help guides, and manage access permissions for GitHub and other cloud services.

Required profile

• 2–4 years of hands‑on IT Helpdesk, Desktop Support or Service Desk experience in a macOS‑centric environment.
• Strong proficiency with Google Workspace administration (SSO/MFA) and Apple Business Manager (MDM).
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN and Wi‑Fi standards (802.11ax/ac).
• Experience troubleshooting Apple hardware, peripherals and office networking equipment.
• Excellent communication skills and the ability to explain technical concepts to non‑technical staff.

Required skills

• macOS and Apple Business Manager
• MDM solutions
• Google Workspace Administration (SSO, MFA, IAP)
• Ticketing systems and Slack
• TCP/IP, DNS, DHCP, VLANs, VPN, Wi‑Fi (802.11ax/ac)
• GCP basics, VPC, IAP
• GitHub access management
• Salesforce, BambooHR, ActiveCampaign