Help Desk Specialist III

GoGuardian

16h•Remote

About The Position

At GoGuardian, we’re helping build a future where all learners are ready and inspired to solve the world’s greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe. We are an outcomes-focused learning company with a steadfast focus on improving learning environments, one classroom at a time. Working with us means joining a remote team of diverse, committed, mission-driven employees who are inspired by our vision, dedicated to our customers, and ready to roll up their sleeves. Guardians put their heads together to solve problems, learn together from experiments that fail, and stand together by their work with full accountability. We balance our diligence with an inclusive culture that invites everyone to bring their whole self to work. Join us and learn why “I love the people here” is one of the most frequent comments we hear from Guardians. 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).

Requirements

3–5 years of IT support experience, ideally in a software or SaaS company.
Strong experience supporting macOS, WindowsOS and using Jamf Pro, Workforce One for device management.
Familiarity with Google Workspace admin tools and troubleshooting.
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.

Nice To Haves

Experience with Druva or other cloud-based backup and restore solutions is a strong plus.

Responsibilities

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 WindowsOS 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. In addition updating 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.