IT Support Administrator (Service Desk/Desktop Support)

About the role

We are seeking an IT Support Administrator to provide Tier 1 and Tier 2 support within a fast-paced enterprise environment. This role supports a global user base across Windows, macOS, mobile devices, collaboration platforms, and identity management systems. The ideal candidate will bring strong customer service skills, technical aptitude, and hands-on experience with modern endpoint management and service desk technologies.

Responsibilities

• Provide Tier 1 and Tier 2 support for hardware, software, operating systems, and enterprise applications.
• Support a mixed environment consisting of Windows, macOS, iOS, and Android devices.
• Manage user provisioning, permissions, and application access through Okta.
• Deploy, image, configure, and troubleshoot devices using Intune.
• Support Mac environments and Apple device management using JAMF.
• Manage incidents and service requests within ServiceNow, Jira, Freshworks, or similar ticketing platforms.
• Troubleshoot Microsoft 365, Teams, email, and collaboration tools.
• Support conference room and video conferencing technologies.
• Serve as an escalation point for technical issues requiring advanced troubleshooting.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with infrastructure, security, networking, and endpoint engineering teams.
• Support onboarding, offboarding, hardware deployment, and asset management activities.
• Deliver exceptional customer service to employees ranging from entry-level staff to executives.

Required Qualifications

• 1–3 years of Service Desk, Desktop Support, or Help Desk experience.
• Hands-on experience with Okta, Intune, and JAMF.
• Experience utilizing ServiceNow, Jira, Freshworks, or comparable ticketing systems.
• Strong troubleshooting skills supporting Windows 11, macOS, and Microsoft 365.
• Experience supporting mobile devices and endpoint hardware.
• Excellent written and verbal communication skills.
• Strong customer service mindset with the ability to work effectively under pressure.
• Experience supporting global or hybrid workforces.
• Experience supporting executive or VIP users.
• Knowledge of Autopilot and modern device deployment methodologies.
• Associate degree in Information Technology or equivalent experience.
• Microsoft, Apple, ITIL, Okta, JAMF, or related certifications.

Top Required Skills

• Okta administration and user provisioning
• User account creation and deactivation
• Application assignments (“chicklets”)
• Group and permission management
• Access troubleshooting
• Microsoft Intune
• Laptop imaging and deployment
• Endpoint configuration and management
• Device compliance and troubleshooting
• Mobile device support
• JAMF
• macOS administration and troubleshooting
• Apple device provisioning and support
• Device enrollment and policy management
• Service Desk Platforms: ServiceNow, Jira, Freshworks, or similar ticketing systems
• Strong understanding of Incident vs. Request workflows
• Ticket ownership, escalation, and documentation best practices

Pay

The pay range for this position is $25.00 – $30.00/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Schedule

Monday – Friday, 1st shift, hybrid.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)