IT Helpdesk
About the Role
The IT Helpdesk Support Specialist serves as the first point of contact for employees needing technical assistance. This role is responsible for delivering hands-on and remote support for hardware, software, identity and access management, SaaS applications, and basic networking. It plays a crucial role in employee onboarding and offboarding, device management, and maintaining a smooth IT experience as the organization grows.
The organization operates in the cloud data management industry, addressing challenges related to protecting, managing, and leveraging data securely and efficiently. It supports a primarily macOS environment and aims to provide a secure, reliable IT infrastructure to facilitate employee productivity while scaling its operations across the US and Israel.
Responsibilities
- Triage, prioritize, and resolve IT support requests through a ticketing system while meeting SLA targets.
- Provide troubleshooting for macOS devices, including hardware, OS, peripherals, and user issues.
- Manage user identities and access across platforms such as Google Workspace, Microsoft 365 / Entra ID, and Okta.
- Handle technical aspects of employee onboarding and offboarding, including device setup and access management.
- Manage IT assets and inventory.
- Support and troubleshoot common SaaS applications like Slack, Zoom, Google Workspace, Microsoft 365, VPN, SSO, email, and calendar.
- Troubleshoot basic network and connectivity issues including Wi-Fi, VPN, DNS, and DHCP.
- Escalate complex issues with clear documentation to appropriate teams or vendors.
- Maintain and improve IT documentation and self-service resources.
- Identify recurring issues and recommend IT process improvements.
- Collaborate with IT and Security teams to maintain a secure technology environment.
Requirements
- 1–3+ years of experience in IT helpdesk or similar support roles.
- Hands-on experience supporting macOS environments.
- Experience administering Google Workspace and Microsoft 365 / Entra ID user provisioning and permissions.
- Experience with Okta user and group provisioning and troubleshooting.
- Familiarity with ticketing/helpdesk systems such as Zendesk or Jira Service Management.
- Solid networking fundamentals knowledge (Wi-Fi, DNS, VPN, DHCP).
- Strong communication skills and customer-oriented approach.
- Excellent organizational skills and attention to detail.
- Ability to work independently and manage multiple priorities.
- Authorization to work in the US without sponsorship.
Pay
The annual base salary range is $80K to $110K, varying based on qualifications, skills, and competencies. Additional compensation includes variable/bonus pay and equity incentives aligned with performance.
Benefits
- Equity participation (RSUs)
- 401(k) match
- Paid parental leave
- Medical, dental, and vision insurance options
- Vibrant office environment with meals, happy hours, and employee events
- Home office setup and culture events for remote employees