IT Helpdesk Technician (B2B SaaS)

Role overview This position supports internal employees of a B2B SaaS organization by resolving day-to-day technology issues and keeping laptops, accounts, and SaaS tools running smoothly. It is a hands-on helpdesk role on a small IT team, suited to someone who enjoys variety, takes ownership from first contact through resolution, and wants to deepen their craft in end-user support.

Responsibilities - Respond to employee requests via tickets and chat, troubleshooting hardware, software, account, access, and SaaS issues. - Provision, configure, recover, and refresh macOS and Windows laptops and related equipment. - Handle onboarding and offboarding tasks such as device setup, account changes, and access cleanup. - Assist with widely used business platforms including Google Workspace, Microsoft 365, Slack, and Zoom. - Maintain IT asset and device records, document solutions in an internal knowledge base, and flag recurring issues for process improvement. - Partner with Systems Administrators when issues extend into infrastructure, networking, or identity domains.

Requirements - Prior experience in a helpdesk, desktop support, or similar technical support role. - Hands-on troubleshooting ability across both macOS and Windows environments. - Familiarity with common SaaS workplace applications. - Strong written and verbal communication skills when assisting non-technical colleagues. - Solid organization, follow-through, and comfort documenting technical work. - Service-oriented mindset with the judgment to escalate appropriately.

Nice to have - Apple or macOS administration experience. - Familiarity with Mobile Device Management tools such as Microsoft Intune or Kandji, and Apple Business Manager. - Exposure to IT asset management and hardware lifecycle processes. - Google Workspace or Microsoft 365 administration. - Understanding of identity concepts including MFA, SSO, provisioning, and password managers. - Experience supporting remote employees, or working in healthcare or other regulated settings.

Benefits and work setup Remote or hybrid work environment with flexible paid time off. Compensation is competitive and may include equity for standout performance. Benefits include medical, dental, and vision coverage; company-paid disability and life insurance; family and medical leave; a 401(k); FSA/DCA and commuter programs; discounted pet insurance; sponsored company lunches; a complimentary digital fitness and wellness subscription; and access to an on-site recovery suite with cold plunge, sauna, and shower at headquarters.