Sr Desktop Support Analyst

Role overview A senior individual-contributor position on an internal IT team, providing Tier 2 and Tier 3 technical support across macOS and Windows environments for a globally distributed workforce. The role blends hands-on troubleshooting, endpoint and identity administration, and continuous improvement of the service desk experience.

Responsibilities - Resolve complex hardware, OS, application, network, authentication, and peripheral issues, acting as the escalation point for high-impact incidents. - Administer Jamf for macOS and Microsoft Intune for Windows and mobile, including enrollment, configuration profiles, software deployment, patching, encryption, and compliance. - Administer Okta, handling SSO, MFA, provisioning, deprovisioning, group/role management, and authentication incident investigation. - Run and improve Jira Service Management workflows, queues, request types, knowledge articles, automation, and reporting, while maintaining detailed ticket documentation. - Support Google Workspace, Slack, and other enterprise SaaS tools, including user administration, integrations, and troubleshooting. - Manage endpoint lifecycle activities such as onboarding, role changes, hardware refresh, offboarding, asset tracking, and identifying automation opportunities.

Requirements - 7+ years of professional IT experience in desktop support, help desk, endpoint engineering, or systems administration. - 5+ years of hands-on experience with each of: Jira Service Management, Jamf/Jamf Pro, Microsoft Intune, Slack administration, and Google Workspace. - Strong troubleshooting skills across macOS and Windows, plus networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi). - Solid grasp of MDM, software deployment, patch management, device security, and identity/access management concepts (SSO, MFA, provisioning). - Experience supporting remote and geographically distributed employees, with clear written and verbal communication for technical and non-technical audiences. - Demonstrated ability to independently prioritize multiple incidents, requests, and projects.

Nice to have - Background in cloud-first or SaaS-heavy organizations, predominantly macOS environments, Apple Business Manager, endpoint security/EDR, IT asset management, and automation using APIs or scripting (Bash, PowerShell, Python). - Okta SAML/OIDC integration experience and relevant certifications (Jamf, Microsoft, Okta, CompTIA, Apple, ITIL).

Benefits and work setup - Family healthcare including dental and vision, 401K, RSU grants for full-time employees, and an ESPP program. - Flexible vacation policy, parental leave, childcare and fertility support, commuter benefits, and a learning and development program. - Company-issued laptop plus a workstation personalization stipend, in a culture oriented around healthy work-life balance.