Senior Desktop Support Analyst

• Provide Tier 2/Tier 3 technical support for employees across macOS and Windows environments
• Diagnose and resolve complex hardware, operating system, application, network connectivity, authentication, and peripheral issues
• Serve as an escalation point for difficult or high-impact support incidents
• Support employees through onboarding, role changes, hardware replacements, and offboarding
• Configure, deploy, troubleshoot, and maintain laptops, desktops, mobile devices, peripherals, and workplace technology
• Administer Jamf for macOS device management and Microsoft Intune for Windows and mobile device management
• Maintain endpoint configuration, compliance, security, software deployment, inventory, and asset tracking
• Administer and support Okta for identity and access management, including SSO, MFA, provisioning, deprovisioning, groups, and access changes
• Use Jira Service Management to manage incidents, requests, problems, workflows, documentation, reporting, and automation
• Administer and troubleshoot Google Workspace, Slack, Okta, and other enterprise SaaS applications
• Follow endpoint, account, encryption, patching, antivirus/EDR, device management, and security standards
• Assist Security teams with endpoint investigations, remediation, and access-related incidents
• Create technical documentation, troubleshooting procedures, knowledge-base articles, and standard operating procedures
• Identify recurring problems and recommend scalable solutions, automation, and process improvements
• Participate in IT projects, application rollouts, migrations, endpoint initiatives, and technology improvements
• Mentor junior support team members and promote consistent troubleshooting practices
• Enable responsible use of AI tools and support AI infrastructure and integrations, including MCP servers, API gateways, APIs, authentication, and enterprise integrations

• 7+ years of professional IT experience, with significant experience in desktop support, help desk, endpoint engineering, systems administration, or a similar technical support role
• 5+ years of hands-on experience with Jira Service Management
• 5+ years of hands-on experience with Jamf/Jamf Pro
• 5+ years of hands-on experience with Microsoft Intune
• 5+ years of experience administering or supporting Slack in an enterprise environment
• 5+ years of experience administering or supporting Google Workspace
• Advanced troubleshooting experience with macOS and Windows
• Strong understanding of endpoint management, MDM concepts, software deployment, patch management, and device security
• Strong understanding of identity and access management concepts, including SSO, MFA, user provisioning, and role/group-based access
• Experience troubleshooting networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and common connectivity issues
• Experience supporting remote and geographically distributed employees
• Strong written and verbal communication skills
• Ability to explain technical concepts clearly to non-technical employees
• Demonstrated ability to independently investigate and resolve complex technical issues
• Strong organizational skills with the ability to prioritize multiple incidents, requests, and projects

• Healthcare for family, including dental and vision
• Competitive compensation and 401K
• RSU grants for full-time employees
• ESPP program
• Flexible vacation policy
• Maternity & paternity leave
• MacBook Pro to use for work, plus a generous stipend to personalize your workstation
• Childcare bonus (human children only)
• Fertility treatment and support
• Learning & development program
• Commuter benefits
• Culture that supports a healthy work-life balance