Helpdesk Analyst II (Remote, USA)
About The Position
Optro is seeking a Level 2 Help Desk Analyst to serve as a technical expert on its Service Desk team. The analyst will own complex incidents from initial investigation through resolution, perform advanced troubleshooting in an enterprise environment, and improve Service Desk effectiveness through better processes, documentation, and tooling. This is a hands-on role with a focus on both resolving challenging issues and raising the maturity and capabilities of the Service Desk organization. The role supports a remote-first, fast-growing global company and works with tools including Atlassian Cloud, Microsoft 365, Google Workspace, Slack, Notion, Claude, and Zoom. The analyst will also partner with the People Team on employee onboarding, offboarding, and identity lifecycle processes. The position requires participation in an off-hours on-call rotation and occasional travel to support events.
Requirements
- At least 5 years of experience in service desk, desktop support, or systems support, including at least 2 years in a senior or escalation-level role.
- Expert-level proficiency supporting macOS and Windows, as well as iOS and Android mobile devices.
- Deep hands-on experience administering Google Workspace and/or Microsoft 365 and identity platforms such as Microsoft Entra ID, including SSO, MFA, and access provisioning.
- Experience with mobile device management (MDM) tools such as Iru or Microsoft Intune.
- Solid understanding of networking fundamentals, including DNS, DHCP, VPN, and Wi-Fi, and their effects on the end-user experience.
- Sound judgment and a strong sense of ownership, including the ability to see issues through, prioritize by business impact, and know when to involve others.
- Clear, friendly communication skills with technical and non-technical audiences across cultures and time zones.
- Ability to work a hybrid or remote schedule, participate in an off-hours on-call rotation, and travel occasionally to support events.
Nice To Haves
- Certifications such as CompTIA Network+/Security+, Microsoft 365 Certified: Administrator, Google Workspace Administrator, Apple Certified Support Professional, or ITIL 4 Foundation.
- A degree in Information Technology or a related field, or equivalent practical experience.
Responsibilities
- Take ownership of complex, high-impact, and recurring incidents through to resolution.
- Troubleshoot macOS, Windows, iOS, and Android devices, SaaS applications, identity and access, networking, and collaboration tools.
- Provide professional and discreet high-touch support to executives and VIP users.
- Own the quality and structure of the knowledge base, creating and maintaining articles, runbooks, and troubleshooting guides for analysts and end users.
- Partner with Security, Engineering, and business teams to resolve issues and improve service delivery.
- Maintain accurate inventory records and support hardware provisioning, recovery, and refresh programs.
- Evaluate new tools and features and contribute to IT projects, including platform rollouts, device refreshes, and process redesigns.
- Support employee onboarding, offboarding, and identity lifecycle processes in partnership with the People Team.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
