Tier 2 Help Desk Technician
Core
Advanced technical support and escalation point for end-users in a primarily Apple macOS environment, focusing on complex endpoint issues, identity management, and collaboration platforms.
Role type
Tier 2 Help Desk Technician (macOS focus)
Builds
Maintains high-quality end-user experience for collaboration platforms and enterprise devices
Domain
IT Support / Endpoint Administration / Identity & Access Management
Deliverable
client delivery
Required skills
macOS troubleshooting, Google Workspace administration, MDM platform usage (Kandji, JumpCloud, Intune), identity and access management (MFA, SSO, RBAC), networking fundamentals (TCP/IP, DNS, DHCP, VPN), ITSM platform usage, hardware troubleshooting, incident response coordination
Preferred skills
Microsoft Windows enterprise support, high-growth SaaS environment experience, SOC 2 and ISO 27001 operational knowledge, CompTIA Network+ or Apple Certified Support Professional (ACSP) certification
Technologies
macOS, Google Workspace, Slack, Kandji, JumpCloud, Intune, Zoom Rooms, Google Meet, EDR, DLP, ITSM platforms
Responsibilities
Provide advanced onsite and remote technical support as an escalation point for Tier 1 issues, troubleshoot complex hardware/software/authentication/connectivity issues, oversee advanced onboarding and offboarding activities, support endpoint management initiatives including device enrollment and policy enforcement, assist with identity and access management issues, participate in incident response, document troubleshooting procedures, contribute to endpoint compliance efforts, support basic network troubleshooting, manage IT inventory and equipment lifecycle, mentor Tier 1 technicians
Seniority
Mid-level, hands-on IC
