Job Description
We are looking for a Help Desk/Desktop Support Analyst to provide hands-on and remote technical support for a Mac-based environment serving approximately 40 users. This contract opportunity with the potential to become permanent is ideal for someone who enjoys delivering responsive end-user support, maintaining reliable workplace technology, and contributing to a positive employee experience. The role includes one day onsite each week and requires a strong service mindset, sound troubleshooting ability, and comfort supporting essential collaboration and productivity tools.
Responsibilities:
• Deliver timely technical assistance for hardware, software, and access-related issues, ensuring users receive effective support with minimal disruption.
• Provide dedicated support for Apple devices, including MacBook Pro and MacBook Air systems, with a focus on setup, troubleshooting, maintenance, and user guidance.
• Help maintain office connectivity and assist with technology needs that support both onsite staff and remote team members.
• Administer and support key workplace platforms such as Jira, Confluence, Bitbucket, Slack, Microsoft Teams, and 1Password to keep daily operations running smoothly.
• Coordinate onboarding and offboarding activities for employees and contractors, including device preparation, account access, and recovery of company technology.
• Oversee the lifecycle of IT equipment by assisting with procurement, inventory tracking, deployment, maintenance, and retirement of assets.
• Work with external technology providers to evaluate services, manage ongoing relationships, and monitor vendor performance and agreements.
• Recommend and implement practical improvements to support processes and service workflows with an emphasis on usability and inclusivity.
• Assist with adherence to security and privacy standards by supporting established policies, access controls, and related operational practices.• Experience providing help desk or desktop support in an end-user environment.
• Hands-on expertise supporting Apple hardware and macOS, particularly MacBook Pro and MacBook Air devices.
• Working knowledge of core troubleshooting techniques for hardware, software, connectivity, and user access issues.
• Familiarity with service desk ticketing processes and the ability to manage requests in an organized, customer-focused manner.
• Experience supporting collaboration and productivity tools, including Atlassian applications.
• Ability to support onboarding, offboarding, and IT asset coordination with attention to detail.
• Strong communication skills and the ability to assist users effectively in both remote and onsite settings.
