[Hiring] Help Desk Specialist III @GoGuardian

Role Description

We’re looking for a proactive, tech-savvy, and people-friendly Help Desk Specialist III 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. This role requires working aligned to early Pacific Time business hours (6:00 AM – 3:00 PM PT).

What You'll Do

• Provide Tier 1 & 2 support for macOS laptops, Windows OS laptops and applications, including hardware and software troubleshooting.
• Build Okta workflows and SSO integrations.
• Meet with stakeholders to help them scope Atlassian (Jira/Confluence) projects and workflow; expertise in configuring these workflows is a must.
• Use Jamf Pro to manage macOS laptops and Workspace One for Windows OS 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.
• Configure and investigate Crowdstrike/JAMF EDR.
• Investigate potential phishing, smishing, vishing attacks.
• 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; update 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.

Qualifications

• 3–5 years of IT support experience, ideally in a software or SaaS company.
• Strong experience supporting macOS, Windows OS 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.
• Strong experience in Okta, including orchestration and SSO migration.
• Strong experience in Atlassian (Jira/Confluence).
• 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.
• 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.

Benefits

• Competitive pay, complete health insurance, 401(k) matching, and an employee equity plan.
• Flexible time off, paid holidays, paid parental leave, 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, fertility & adoption reimbursement, and more.
• A varied and challenging role in an innovative, global company.
• Supportive, driven colleagues who have your back and share your passion.