Service Desk Analyst

Altarum•Novi, MI

10d•$29 - $35•Hybrid

About The Position

At Altarum, we’re driven by a simple but powerful mission: improving the health of individuals with fewer financial resources and populations underserved by the healthcare system. We partner with federal and state agencies to design and deliver solutions that make a real, measurable difference. You'll join Altarum's IT Service Desk team and play a key role in keeping our computing resources running smoothly while giving employees exceptional support. This hybrid role reports into our Novi, MI office. Apple certification requirement: Candidates must be willing to obtain an Apple Certified Support Professional (ACSP) certification within six months of their start date. Altarum runs a mixed Windows and macOS environment, and you'll support both platforms equally, along with printers, copiers, mobile devices, and other equipment. You'll provide in-person, on-site support in Novi and a considerable amount of remote support for our other offices and remote staff.

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 on current versions of macOS and Windows 11.
Proficiency with Entra ID, networking, encryption (FileVault and BitLocker), 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, with the ability to stay focused and composed while troubleshooting technical issues.
Candidates 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 your manager.
Remote employees must maintain a dedicated, ergonomically appropriate workspace free from distractions, with reliable internet and a mobile device that supports efficient work.

Nice To Haves

Apple certification (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 on both platforms.
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 our mobile device management (MDM) platform, Intune, 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 (formerly Azure AD) 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 Altarum's Windows and macOS systems.
Lead beginner and intermediate training on Microsoft 365 applications for both 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 the highest level of customer service and communication.