IT Helpdesk Technician (B2B SaaS)

Prompt

1d•$25 - $32•Hybrid

About The Position

We’re looking for a Helpdesk Technician to join our growing IT team and help provide a great technology experience for our employees. This is a hands-on support role for someone who enjoys troubleshooting, helping people, and taking ownership of problems through resolution. You’ll work across employee support, laptops and devices, SaaS applications, onboarding and offboarding, and general IT operations. We’re a relatively small IT team, so this isn’t a role where you’ll spend all day resetting passwords or following scripts. You’ll have the opportunity to work across a variety of technologies, learn how our environment operates, and gradually take ownership of more areas as you grow.

Requirements

Previous experience in a helpdesk, desktop support, IT support, or similar technical support role
Hands-on troubleshooting experience with macOS and Windows
Experience supporting common workplace SaaS applications
Strong troubleshooting skills and a willingness to dig into problems rather than immediately escalate them
Clear written and verbal communication skills, especially when working with non-technical employees
Strong organization and follow-through
Comfort documenting technical solutions and processes
Ability to work independently while knowing when to ask for help or escalate an issue
A patient, approachable, and service-oriented attitude

Nice To Haves

Apple/macOS administration or support
Mobile Device Management (MDM) platforms such as Microsoft Intune, Kandji, or similar tools
Apple Business Manager
IT asset management and hardware lifecycle processes
Google Workspace or Microsoft 365 administration
Identity and access concepts such as MFA, account provisioning, SSO, and password managers
Supporting employees in a remote environment
Working in healthcare, regulated industries, or other environments where security and privacy are especially important
Experience working on a small IT team where technicians have broad responsibilities

Responsibilities

Provide friendly and responsive technical support to employees through tickets, chat, and other support channels
Troubleshoot and resolve hardware, software, account, access, and SaaS-related issues
Support both macOS and Windows devices
Help provision, configure, troubleshoot, recover, and refresh employee laptops and other IT equipment
Support employee onboarding and offboarding, including device and account-related tasks
Assist with commonly used business applications such as Google Workspace, Microsoft 365, Slack, Zoom, and other SaaS platforms
Help maintain accurate IT asset and device records
Take ownership of support requests from initial troubleshooting through resolution or escalation
Document solutions and contribute to our internal knowledge base
Identify recurring issues and opportunities to improve our support processes
Work closely with Systems Administrators when issues require deeper infrastructure, networking, identity, or systems expertise
Follow established IT and security procedures while handling employee accounts, devices, and company information