Description
We're seeking a skilled, customer-oriented IT Ops / Helpdesk Specialist to join our IT team. In this role, you will be the first point of contact for employees seeking technical assistance, providing hands-on support across a wide range of systems, applications, and devices. You will play a key role in ensuring smooth daily operations, maintaining productivity across the organization, and delivering an excellent end-user experience.
In this role you will gain exposure to modern IT tools, automation, and cutting-edge technologies, as well as a chance to make a real impact on the daily experience of every employee in the company.
Responsibilities
- Provide tier 1 service desk support and tier 2 technical support to end-users across Windows and macOS environments, both on-site and remotely.
- Manage user accounts, access, and authentication via Okta and Microsoft Entra ID (creation, modification, policies, MFA, SSO).
- Administer and support SaaS applications, including user provisioning, license management, permissions, and app assignments.
- Own and execute the employee on-boarding and off-boarding processes, including device preparation, account setup, access provisioning, and secure deprovisioning.
- Support and troubleshoot hardware and peripherals, including laptops, monitors, printers, conference room equipment, headsets, and mobile devices.
- Administer and support Microsoft Office 365 applications and Google Workspace (Gmail, Drive, Calendar, Meet) at a basic admin level.
- Diagnose and resolve hardware, software, network, and connectivity issues in a timely manner.
- Track and manage support tickets through the helpdesk system, ensuring SLAs are met and end-users are kept informed.
- Collaborate with InfoSec and IT Operations on security best practices, patching, endpoint protection, and compliance requirements.
- Contribute to IT projects, automation initiatives, and process improvements.
Requirements
- 3+ years of experience in an IT Helpdesk, Desktop Support, or IT Operations role.
- Hands-on experience supporting Windows and macOS endpoints in a corporate environment.
- Strong working knowledge of Okta (SSO, MFA, lifecycle management) and Entra ID (users, groups, policies, DNS).
- Hands-on experience with Google Workspace administration including Gmail, Calendars, Google Drives and Google Meet services.
- Experience administering SaaS applications (user management, permissions, integrations).
- Experience with MDM solutions (e.g., Jamf, Intune, Kandji).
- Proven experience owning user on-boarding and off-boarding processes end-to-end.
- Solid experience troubleshooting hardware, peripherals, and conferencing equipment.
- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong communication and interpersonal skills, with a customer-first mindset.
- Ability to work independently, prioritize tasks, and manage multiple issues simultaneously.
