[Hiring] IT Helpdesk Support Specialist @Eon

Role Description

As an IT Helpdesk Support Specialist, you will provide first- and second-line technical support across Eon. You’ll support a primarily macOS environment and work across hardware, software, identity, access, SaaS applications, and basic networking.

You’ll also play an important role in employee onboarding and offboarding, device management, IT operations, and maintaining a high-quality employee experience as Eon continues to grow.

What You’ll Do

• Triage, prioritize, and resolve IT support requests through our ticketing system, meeting established SLA targets.
• Provide hands-on and remote troubleshooting for macOS devices, including hardware, operating systems, peripherals, and common user issues.
• Manage user identities and access across Google Workspace, Microsoft 365 / Entra ID, and Okta, including provisioning, deprovisioning, permissions, groups, MFA, and application access.
• Own the technical aspects of employee onboarding and offboarding, including device setup, account creation, access provisioning, equipment collection, and access removal.
• Manage IT assets and inventory, including laptops, monitors, peripherals, and other equipment.
• Support and troubleshoot common SaaS applications such as Slack, Zoom, Google Workspace, Microsoft 365, VPN, SSO, email, and calendar.
• Troubleshoot basic network and connectivity issues, including Wi-Fi, VPN, DNS, and DHCP.
• Escalate complex issues to the appropriate IT, engineering, or external vendor teams with clear documentation and context.
• Maintain and improve internal IT documentation, knowledge base articles, and self-service troubleshooting guides.
• Help identify recurring issues and opportunities to improve IT processes, automation, and the overall employee experience.
• Work closely with the broader IT and Security teams to maintain a secure and reliable technology environment.

Qualifications

• 1–3+ years of experience in IT helpdesk, desktop support, IT support, or a similar role.
• Strong hands-on experience supporting and troubleshooting macOS environments.
• Experience administering Google Workspace and Microsoft 365 / Entra ID, including user provisioning, groups, licenses, permissions, and MFA.
• Experience with Okta, including user and group provisioning, application assignments, MFA enrollment, and basic troubleshooting.
• Experience working with a ticketing/helpdesk system such as Zendesk, Jira Service Management, Freshservice, or similar.
• Solid understanding of networking fundamentals, including Wi-Fi, DNS, VPN, and DHCP.
• Strong written and verbal communication skills and a customer-oriented approach.
• Excellent organizational skills and attention to detail, particularly when managing access, devices, and onboarding/offboarding workflows.
• Ability to work independently, prioritize multiple requests, and take ownership of issues through resolution.
• Comfortable working in a fast-paced, growing startup environment.
• Must be based in the US and authorized to work in the US without sponsorship.

Nice to Have

• Experience with an MDM platform such as Jamf, Kandji, or similar.
• Basic scripting experience with Bash, Zsh, or other automation tools.
• Experience supporting both macOS and Windows environments.
• Experience working in a startup or rapidly scaling technology company.
• Experience supporting security-related IT processes and access controls.
• Relevant certifications such as Apple Certified Support Professional (ACSP), CompTIA A+/Network+, or Google Workspace Administrator.

Benefits

• Equity Participation (RSUs!)
• 401K match
• Paid Parental Leave
• Generous benefits including medical, dental, and vision options available to you
• Vibrant office with meals, happy hours, and employee events
• Home office setup and culture events for remote employees