IT Helpdesk Specialist

Description We're seeking a skilled, customer-oriented IT Ops / Helpdesk Specialist to join our IT team. In this role, you will be the first point of contact for employees seeking technical assistance, providing hands-on support across a wide range of systems, applications, and devices. You will play a key role in ensuring smooth daily operations, maintaining productivity across the organization, and delivering an excellent end-user experience. In this role you will gain exposure to modern IT tools, automation, and cutting-edge technologies, as well as a chance to make a real impact on the daily experience of every employee in the company. Responsibilities Provide tier 1 service desk support and tier 2 technical support to end-users across Windows and macOS environments, both on-site and remotely. Manage user accounts, access, and authentication via Okta and Microsoft Entra ID (creation, modification, policies, MFA, SSO). Administer and support SaaS applications, including user provisioning, license management, permissions, and app assignments. Own and execute the employee on-boarding and off-boarding processes, including device preparation, account setup, access provisioning, and secure deprovisioning. Support and troubleshoot hardware and peripherals, including laptops, monitors, printers, conference room equipment, headsets, and mobile devices. Administer and support Microsoft Office 365 applications and Google Workspace (Gmail, Drive, Calendar, Meet) at a basic admin level. Diagnose and resolve hardware, software, network, and connectivity issues in a timely manner. Track and manage support tickets through the helpdesk system, ensuring SLAs are met and end-users are kept informed. Collaborate with InfoSec and IT Operations on security best practices, patching, endpoint protection, and compliance requirements. Contribute to IT projects, automation initiatives, and process improvements. Requirements 3+ years of experience in an IT Helpdesk, Desktop Support, or IT Operations role. Hands-on experience supporting Windows and macOS endpoints in a corporate environment. Strong working knowledge of Okta (SSO, MFA, lifecycle management) and Entra ID (users, groups, policies, DNS). Hands-on experience with Google Workspace administration including Gmail, Calendars, Google Drives and Google Meet services. Experience administering SaaS applications (user management, permissions, integrations). Experience with MDM solutions (e.g., Jamf, Intune, Kandji). Proven experience owning user on-boarding and off-boarding processes end-to-end. Solid experience troubleshooting hardware, peripherals, and conferencing equipment. Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi). Excellent troubleshooting, analytical, and problem-solving skills. Strong communication and interpersonal skills, with a customer-first mindset. Ability to work independently, prioritize tasks, and manage multiple issues simultaneously.