Help Desk Specialist I
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AI Summary
We are an outcomes-focused learning company with a steadfast focus on improving learning environments, one classroom at a time. Working with us means joining a remote team of diverse, committed, mission-driven employees who are inspired by our vision, dedicated to our customers, and ready to roll up their sleeves. Guardians put their heads together to solve problems, learn together from experiments that fail, and stand together by their work with full accountability. We balance our diligence with an inclusive culture that invites everyone to bring their whole self to work. Join us and learn why “I love the people here” is one of the most frequent comments we hear from Guardians.
The Role
We’re looking for a proactive, tech-savvy, and people-friendly Help Desk Specialist II to support our fast-paced, Mac-centric environment. The ideal candidate will bring strong experience supporting Apple hardware, managing macOS devices with Jamf, and assisting technical teams including software engineers and QA staff. This person must have excellent troubleshooting skills, a service-first attitude, and the ability to collaborate effectively with U.S.-based teams, especially during Pacific Time business hours.
What You'll Do
- Provide Tier 1 & 2 support for macOS laptops, Windows OS laptops and applications, including hardware and software troubleshooting.
- Use Jamf Pro to manage MacOS laptops and Workspace One for WindowsOS laptops, configure, update, and secure Apple laptops.
- Assist with Google Workspace tools—Gmail, Calendar, Drive—troubleshooting access, configuration, and integration issues.
- Wipe, reimage, and restore Mac laptops; experience with Druva cloud backup or similar tools is preferred.
- Experience in Atlassian (Jira/Confluence) or an equivalent Service Desk management platform.
- Assist in onboarding and offboarding tasks, including user provisioning, laptop setup, and account configuration.
- Utilize Jira Service Management to complete assigned tasks, and provide clear, detailed documentation on work done. In addition updating current documentation and Confluence documents as needed.
- Collaborate with U.S.-based IT and Security teams; must be available for a few meetings every week early morning Pacific Time hours.
- Provide friendly, effective, and professional support to technical staff, including developers, QA engineers, and product teams.
- Identify recurring issues and recommend process improvements or automation opportunities.
- Laptop and peripheral shipping is a heavy part of the position, so reliable transportation and home storage space is a must. Must also live near a FedEx shipping location.
Who You Are
- 1–2 years of IT support experience, ideally in a software or SaaS company.
- Strong experience supporting macOS, WindowsOS and using Jamf Pro, Workforce One for device management.
- Familiarity with Google Workspace admin tools and troubleshooting.
- Experience with Druva or other cloud-based backup and restore solutions is a strong plus.
- Basic understanding of Okta or other identity management systems is a plus.
- Excellent communication skills and a great personality—friendly, approachable, and solution-oriented.
- Comfortable working independently and cross-functionally in a remote setting.
- Must be able to attend a few meetings per week during the Pacific Time Zone.
- Must be able to communicate in English.
What We Offer
- Competitive pay, health insurance, accident insurance, life insurance, and a retirement savings plan.
- Paid annual leave, paid holidays, paid parental leave, paid leave for life events, and a paid year-end holiday break.
- A robust catalog of benefits that support your professional growth and personal wellbeing, including work from home funds, wellness checks, and more…
Plus the intangible:
- A varied and challenging role in an innovative, global company.
- Supportive, driven colleagues who have your back and share your passion.
The typical base salary range for this position is $28 - $34 per hour. The range displayed on this job posting reflects the minimum and maximum target for new hire base pay for this position and your pay will be determined by a variety of factors, including your primary work location, skills, qualifications and experience. Additional benefits information is listed on our careers page.
Please share this with your friends or co-workers who may be interested in working at GoGuardian! We have multiple openings and are always looking for talented people.
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