Help Desk Specialist II

As a Help Desk Specialist II at GoGuardian, you will play a crucial role in providing Tier 1 & 2 support for macOS laptops, Windows OS laptops, and applications. Your responsibilities will include: - Troubleshooting hardware and software issues for macOS laptops and Windows OS laptops. - Managing MacOS laptops using Jamf Pro and securing Apple laptops. - Configuring, updating, and securing Apple laptops with Jamf Pro and Workspace One for Windows OS laptops. - Assisting with troubleshooting access, configuration, and integration issues with Google Workspace tools like Gmail, Calendar, and Drive. - Performing tasks such as wiping, reimagining, and restoring Mac laptops, with a preference for experience with Druva cloud backup or similar tools. - Assisting in onboarding and offboarding tasks, including user provisioning, laptop setup, and account configuration. - Completing assigned tasks using Jira Service Management and providing detailed documentation on work done. - Collaborating with U.S.-based IT and Security teams, being available for meetings during early morning Pacific Time hours. - Providing professional support to technical staff, including developers, QA engineers, and product teams. - Identifying recurring issues and recommending process improvements or automation opportunities. To excel in this role, you should have: - 3-5 years of IT support experience, preferably in a software or SaaS company. - Strong experience supporting macOS, Windows OS, and using Jamf Pro and Workspace One for device management. - Familiarity with Google Workspace admin tools and troubleshooting. - Experience with Druva or other cloud-based backup and restore solutions is advantageous. - Basic understanding of Okta or other identity management systems is a bonus. - Excellent communication skills and a friendly, approachable, and solution-oriented personality. - Comfort working independently and cross-functionally in a remote setting. - Proficiency in English communication and availability for meetings in the Pacific Time Zone. In addition to a challenging role in a highly innovative company, GoGuardian offers a range of benefits to support your professional growth and personal well-being. These include paid annual leave, holidays, parental leave, and more. You will also enjoy working with supportive colleagues in a global and high-growth environment. Please feel free to share this opportunity with your network, and if you are interested in joining GoGuardian, we welcome your application.,