Help Desk Specialist

Whisker•Auburn Hills, MI

32d•Onsite

About The Position

The Help Desk Specialist is the face of IT at Whisker. This position interacts with every individual in the company - from Marketers to remote Customer Experience Agents to the CEO - and must provide a great experience during every interaction. They are typically the first person every new-hire interacts with during onboarding - setting the tone for the days to come. This position is responsible for configuring hardware and software, onboarding and offboarding, troubleshooting technical issues, and ensuring every person at Whisker is able to operate at their fullest.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience
3+ years of experience provisioning and supporting Windows and Mac endpoints
3+ years of experience administering Google Workspace Enterprise environment
CompTIA A+ or equivalent certification
Strong written and verbal communication skills, with a collaborative and inquisitive approach
Proven problem-solving skills with persistence and follow-through in complex situations
Ability to remain calm and focused under pressure while maintaining a positive attitude
Self-motivated with a high level of initiative and the ability to inspire and support others
Customer-focused mindset with a friendly, service-oriented approach
Ability to build and maintain effective working relationships across teams
Maintains confidentiality of proprietary information
Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
A high degree of initiative, self-motivation, and ability to motivate others
Ability to establish and maintain cooperative working relationships with Team Members and colleagues
Comfortable working in a pet-friendly office environment (cats and dogs)

Nice To Haves

Experience supporting Windows Server environments
Experience with virtualization platforms, backup solutions, and network security practices
Experience managing cloud environments (AWS, Azure, GCP, Oracle, etc.)
Experience with endpoint and fleet management tools (e.g., Kandji, Intune, NinjaOne, Iru)
Working knowledge of networking concepts and equipment, including OSI model principles and platforms such as Meraki, Palo Alto, and HP
Apple Device Support Certification or equivalent experience supporting macOS environments

Responsibilities

Continuously expands technical knowledge, tackles new challenges, and delivers exceptional service to all team members
Administers and supports Windows and macOS endpoints, including updates, patching, and troubleshooting
Provides timely front-line technical support and issue resolution
Partners with the Security team to maintain compliance standards and ensure system integrity
Manages Active Directory, including user access controls and organizational units
Oversees and optimizes the full lifecycle of corporate hardware and software assets to ensure visibility and compliance
Provisions new workstations, laptops, peripherals, and accounts for employee onboarding
Collaborates with multi-site IT teams to support and strengthen ITIL-based processes and service delivery
Develops and maintains clear documentation for systems, processes, and procedures
Logs all interactions, communication, and work performed in our ticketing system
Diagnoses and resolves hardware and software issues across Mac and PC environments for both on-site and remote team members
Provides guidance and training to team members on systems, tools, policies, and best practices
Performs basic administrative tasks including password resets, account unlocking, and access management
Manages IT Asset inventory and software catalog, including tagging, tracking, recording periodic maintenance, and makes suggestions for recycling and replenishment
Suggests improvements to processes and procedures in the department
Supports additional initiatives and responsibilities as needed