Service Desk Analyst

Altarum•Novi, MI

8d•Hybrid

About The Position

Altarum is hiring a Service Desk Analyst to support its enterprise computing resources and provide responsive, high-quality technical assistance to employees. The role supports Windows and macOS equally, along with printers, copiers, mobile devices, and other equipment. It provides in-person support in Novi, Michigan, and remote support to staff at other offices and remote locations. The position is hybrid and reports into the Novi office. The successful candidate must be willing to obtain an Apple Certified Support Professional (ACSP) certification within six months of starting. The analyst provides Tier 1/2 support, manages and secures endpoint devices, supports employee accounts, helps maintain compatibility between Windows and macOS systems, and contributes to user training and documentation. The position is also responsible for maintaining information to support rapid recovery from outages and requires availability for on-call emergency response outside normal hours. The role is hybrid in Novi, MI, with occasional in-person collaboration days. Employees near Altarum offices in Arlington, Virginia; Silver Spring, Maryland; or Novi, Michigan attend in person one day every other month. Non-local employees attend virtually and may occasionally be asked to attend in person. Travel is less than 10%. Candidates must be eligible to work in the United States without sponsorship, perform all work within the continental U.S. unless required by contract, and work core hours aligned with Eastern Time unless otherwise approved. Remote employees must maintain a dedicated, ergonomically appropriate workspace, reliable internet, and a mobile device that supports efficient work.

Requirements

At least three years of Tier 1/2 desktop support experience in an environment with both Windows and macOS.
Hands-on experience configuring, deploying, and supporting MacBooks using an MDM platform such as Jamf, Kandji, or Intune, including Apple Business Manager enrollment.
Strong troubleshooting skills with current versions of macOS and Windows 11.
Proficiency with Entra ID, networking, FileVault and BitLocker encryption, antivirus, VPN, endpoint management, patch deployment, and software deployment.
Experience with ticketing systems such as Jira, Autotask, Freshservice, or similar tools.
Outstanding interpersonal and teamwork skills.
Effective oral and written communication skills.
Strong problem-solving abilities and the ability to stay focused and composed while troubleshooting technical issues.
Willingness to obtain Apple Certified Support Professional (ACSP) certification within six months of the start date.
Must be currently eligible to work in the United States; sponsorship is not available.
All work must be performed within the continental U.S. for the duration of employment, unless required by contract.
Ability to work core hours aligned with Eastern Time, unless otherwise approved by the manager.
Remote employees must maintain a dedicated, ergonomically appropriate workspace free from distractions, reliable internet, and a mobile device that supports efficient work.

Nice To Haves

Apple certification, such as Apple Certified Support Professional or Apple Device Support.
Microsoft certification, such as Microsoft 365 Endpoint Administrator Associate (MD-102).
Experience running technology lifecycle and refresh processes, including migrating users from legacy to newer workstations on both platforms.
Experience with application support in addition to infrastructure support.

Responsibilities

Take part in the day-to-day operation and maintenance of Altarum's enterprise computing resources.
Provide Tier 1/2 support for Windows PCs, MacBooks, and mobile devices, troubleshooting hardware, operating system, application, and connectivity issues.
Resolve advanced or complicated device issues, take ownership of problems, and follow up on case status on time.
Deploy, configure, and manage macOS devices through the Intune mobile device management platform, including zero-touch enrollment through Apple Business Manager, configuration profiles, app deployment, and macOS updates.
Apply and maintain security baselines on Mac and Windows endpoints, including FileVault and BitLocker encryption, patching, antivirus, and compliance policies.
Manage employee accounts and computers using Entra ID and Intune, including integrating Macs with Entra ID for sign-in and access.
Coordinate with the Windows and Network teams to promote consistency and interoperability across Windows and macOS systems.
Lead beginner and intermediate training on Microsoft 365 applications for Windows and Mac users.
Create and maintain knowledge base articles and procedures for Windows and macOS support.
Stay current on IT industry developments, including Apple and Microsoft platform changes, and recommend ways to improve speed and reduce costs.
Maintain a central source of information that supports quick recovery from outages with minimal disruption to service levels.
Be available on call and respond to emergency issues during off-hours.
Deliver a high level of customer service and communication.