• Receive, triage and manage incoming help requests • Solve what you can and coordinate the rest • Track and report on helpdesk activity • Spot patterns and raise concerns when necessary

Role Description We’re looking for a proactive, tech-savvy, and people-friendly Help Desk Specialist III to support our fast-paced, Mac-centric environment. The ideal candidate will bring strong experience supporting Apple hardware, managing macOS devices with Jamf, and assisting technical teams including software engineers and QA staff. This person must have excellent troubleshooting skills, a service-first attitude, and the ability to collaborate effectively with U.S.-based teams. This role requires working aligned to early Pacific Time business hours (6:00 AM – 3:00 PM PT). What You'll Do - Provide Tier 1 & 2 support for macOS laptops, Windows OS laptops and applications, including hardware and software troubleshooting. - Build Okta workflows and SSO integrations. - Meet with stakeholders to help them scope Atlassian (Jira/Confluence) projects and workflow; expertise in configuring these workflows is a must. - Use Jamf Pro to manage macOS laptops and Workspace One for Windows OS laptops, configure, update, and secure Apple laptops. - Assist with Google Workspace tools—Gmail, Calendar, Drive—troubleshooting access, configuration, and integration issues. - Wipe, reimage, and restore Mac laptops; experience with Druva cloud backup or similar tools is preferred. - Configure and investigate Crowdstrike/JAMF EDR. - Investigate potential phishing, smishing, vishing attacks. - Assist in onboarding and offboarding tasks, including user provisioning, laptop setup, and account configuration. - Utilize Jira Service Management to complete assigned tasks, and provide clear, detailed documentation on work done; update current documentation and Confluence documents as needed. - Collaborate with U.S.-based IT and Security teams; must be available for a few meetings every week early morning Pacific Time hours. - Provide friendly, effective, and professional support to technical staff, including developers, QA engineers, and product teams. - Identify recurring issues and recommend process improvements or automation opportunities. Qualifications - 3–5 years of IT support experience, ideally in a software or SaaS company. - Strong experience supporting macOS, Windows OS and using Jamf Pro, Workforce One for device management. - Familiarity with Google Workspace admin tools and troubleshooting. - Experience with Druva or other cloud-based backup and restore solutions is a strong plus. - Strong experience in Okta, including orchestration and SSO migration. - Strong experience in Atlassian (Jira/Confluence). - Excellent communication skills and a great personality—friendly, approachable, and solution-oriented. - Comfortable working independently and cross-functionally in a remote setting. - Must be able to attend a few meetings per week during the Pacific Time Zone. - Must be able to communicate in English. - Laptop and peripheral shipping is a heavy part of the position, so reliable transportation and home storage space is a must; must also live near a FedEx shipping location. Benefits - Competitive pay, complete health insurance, 401(k) matching, and an employee equity plan. - Flexible time off, paid holidays, paid parental leave, and a paid year-end holiday break. - A robust catalog of benefits that support your professional growth and personal wellbeing, including work from home funds, fertility & adoption reimbursement, and more. - A varied and challenging role in an innovative, global company. - Supportive, driven colleagues who have your back and share your passion.

Role Description GovCIO is currently hiring for RES Help Desk Supervisors. These positions will be fully remote within the United States. - Oversee Help Desk Engineers performing daily activities vital to the operation and support of Veteran Affairs for a new system. - Act as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to the new software/hardware. - Support the team in facilitating user adoption by conducting training, writing documentation, and ensuring system uptime through prompt, professional, and courteous technical support. - There are two shifts for the HD Supervisor: - 7am EST to 4pm EST - 10am EST to 7pm EST Qualifications - Bachelor's degree with 5-8 years (or commensurate experience) - Minimum of 2 years of experience supporting public-facing helpdesk or equivalent - At least 5 years total professional experience - Proficiency in MS Word, Excel, and PowerPoint - Organized, self-directed, and able to work with minimal supervision - Strong understanding of help desk and ticketing system (ServiceNow) - Strong communication skills for professional interactions with end users and stakeholders - Customer-centric approach to resolve issues efficiently while maintaining user satisfaction - Ability to work with cross-functional teams, including project managers, developers, and IT staff - Dependability for providing support during designated hours, ensuring timely response and resolution Requirements - Serve as the initial point of contact for the HD Engineers supporting end-users regarding the new system, providing support via phone, email, or in-person. - Develop, maintain, and conduct training sessions and user manuals. - Diagnose, troubleshoot, and resolve issues related to the new system, including software glitches, access problems, and integration issues. - Log all inquiries in the ticketing system, tracking issues from initiation to resolution to identify recurring issues and improve system performance. - Assist with user account setup, permissions, and system configurations. Ensure the new system is properly updated. - Escalate complex, unresolved issues to developers or tier 2 IT support with detailed documentation. - Maintain up-to-date documentation on user procedures, FAQs, and system known-issues. - Strong understanding of IT systems, troubleshooting protocols, and familiarity with [Insert System Type, e.g., Windows/macOS, cloud software, etc.]. - Excellent verbal and written communication skills to explain technical processes to non-technical users. - Strong analytical skills to diagnose issues. - Previous experience in a help desk or IT support role. - Ability to obtain and maintain a Suitability for Public Trust clearance. Benefits - Posted Salary Range: USD $67,000.00 - USD $80,000.00 /Yr.

Role Description Robert is seeking a skilled and customer-focused Help Desk Specialist to provide IT support and resolve technical issues for our employees and clients. In this role, you will be the first point of contact for troubleshooting hardware, software, and network problems. You will document issues, provide timely solutions, and escalate complex problems to higher-level support teams as needed. Your technical expertise and excellent communication skills will ensure smooth IT operations and high user satisfaction within the company. - Respond to and resolve IT support requests via phone, email, or ticketing system. - Troubleshoot hardware, software, and network issues promptly and effectively. - Document incidents, solutions, and escalate unresolved issues appropriately. - Assist with system setups, installations, and upgrades. - Maintain knowledge of company IT infrastructure and policies. - Provide training and guidance to end-users on common IT tools and practices. - Collaborate with IT team members to improve support processes. Qualifications - Proven experience as a Help Desk Specialist or in a similar IT support role. - Strong knowledge of computer systems, networks, and software applications. - Excellent problem-solving and communication skills. - Ability to work efficiently both independently and as part of a team. - Familiarity with help desk software and remote support tools. - Relevant technical certifications (e.g., CompTIA A+, ITIL) are advantageous. - High school diploma or equivalent; additional IT-related education is a plus. Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Short Term & Long Term Disability - Training & Development - Work From Home - Wellness Resources