[Hiring] Senior Desktop Support Analyst @Backblaze External Website

Role Description

We are seeking a Sr Desktop Support Analyst to join our team!

What You’ll Do

• Desktop & End-User Support
  • Provide Tier 2/Tier 3 technical support for employees across macOS and Windows environments.
  • Diagnose and resolve complex hardware, operating system, application, network connectivity, authentication, and peripheral issues.
  • Serve as an escalation point for difficult or high-impact support incidents.
  • Support employees through the complete technology lifecycle, including onboarding, role changes, hardware replacements, and offboarding.
  • Configure, deploy, troubleshoot, and maintain laptops, desktops, mobile devices, peripherals, and related workplace technology.
  • Provide remote support to employees across geographically distributed locations.
  • Maintain a high level of professionalism and customer service while communicating technical information to both technical and non-technical users.
• Endpoint Management
  • Administer and support Jamf for macOS device management, including enrollment, policies, profiles, software deployment, patching, and troubleshooting.
  • Administer and support Microsoft Intune for Windows and mobile device management.
  • Maintain endpoint configuration, compliance, security, and software deployment standards.
  • Troubleshoot device enrollment, configuration profile, application deployment, encryption, and compliance issues.
  • Assist with endpoint lifecycle management, inventory, refresh planning, and asset tracking.
  • Identify opportunities to automate repetitive endpoint management and support activities.
• Identity & Access Management
  • Administer and support Okta for identity and access management.
  • Troubleshoot SSO, MFA, authentication, application assignment, and account provisioning issues.
  • Support user provisioning, deprovisioning, group management, and access changes.
  • Assist with maintaining role-based access and least-privilege practices.
  • Work with Security and other technical teams to investigate authentication and access-related incidents.
• IT Service Management
  • Use Jira Service Management (JSM) to manage incidents, service requests, problems, and related IT workflows.
  • Maintain accurate, detailed, and timely documentation within support tickets.
  • Prioritize and manage tickets based on business impact, urgency, and established service-level expectations.
  • Identify recurring issues and recommend permanent solutions or process improvements.
  • Help develop and improve JSM workflows, queues, request types, knowledge articles, automation, and reporting.
  • Monitor support trends and contribute to improvements in service quality and employee experience.
• SaaS & Collaboration Platforms
  • Administer, support, and troubleshoot core workplace applications, including:
    • Google Workspace – Gmail, Drive, Calendar, Meet, Groups, and related administrative functions.
    • Slack – user administration, workspace support, application integrations, and troubleshooting.
    • Okta – authentication, SSO, MFA, application access, and lifecycle management.
    • Other enterprise SaaS applications used throughout the organization.
• Security & Compliance
  • Follow established security standards when configuring and supporting endpoints and user accounts.
  • Ensure endpoints meet organizational requirements for encryption, patching, antivirus/EDR, device management, and other security controls.
  • Assist Security teams with endpoint investigations, remediation, and access-related incidents.
  • Recognize potential security incidents and escalate them according to established procedures.
  • Protect confidential company and employee information while performing administrative duties.
• Documentation & Continuous Improvement
  • Create and maintain technical documentation, troubleshooting procedures, knowledge-base articles, and standard operating procedures.
  • Identify recurring support problems and develop scalable solutions.
  • Recommend automation and process improvements that reduce manual work and improve the employee experience.
  • Participate in IT projects, application rollouts, migrations, endpoint initiatives, and other technology improvements.
  • Mentor and provide technical guidance to junior members of the support team.
  • Share knowledge and promote consistent troubleshooting and support practices across the team.
• AI Enablement & Integration
  • Enable employees to effectively and responsibly leverage AI tools in their day-to-day work, helping identify and implement AI-assisted workflows that improve productivity and efficiency.
  • Support and administer AI-related infrastructure and integrations, including MCP servers, API gateways, APIs, authentication, and enterprise application integrations.
  • Partner with Security, Engineering, and business teams to ensure AI tools and integrations follow appropriate security, access-control, privacy, and data-governance standards.
  • Identify opportunities to leverage AI and automation within IT operations, including support, knowledge management, troubleshooting, and repetitive administrative workflows.

Qualifications

• 7+ years of professional IT experience, with significant experience in desktop support, help desk, endpoint engineering, systems administration, or a similar technical support role.
• 5+ years of hands-on experience with Jira Service Management.
• 5+ years of hands-on experience with Jamf/Jamf Pro.
• 5+ years of hands-on experience with Microsoft Intune.
• 5+ years of experience administering or supporting Slack in an enterprise environment.
• 5+ years of experience administering or supporting Google Workspace.
• Advanced troubleshooting experience with macOS and Windows.
• Strong understanding of endpoint management, MDM concepts, software deployment, patch management, and device security.
• Strong understanding of identity and access management concepts, including SSO, MFA, user provisioning, and role/group-based access.
• Experience troubleshooting networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and common connectivity issues.
• Experience supporting remote and geographically distributed employees.
• Strong written and verbal communication skills.
• Ability to explain technical concepts clearly to non-technical employees.
• Demonstrated ability to independently investigate and resolve complex technical issues.
• Strong organizational skills with the ability to prioritize multiple incidents, requests, and projects.

Bonus Points For

• Experience working in a cloud-first or SaaS-focused organization.
• Experience supporting predominantly macOS environments.
• Experience with Apple Business Manager and automated device enrollment.
• Experience with endpoint security, EDR, vulnerability management, or compliance tools.
• Experience with IT asset management and hardware lifecycle processes.
• Experience developing automation using APIs, scripting, or workflow automation tools.
• Working knowledge of Bash, PowerShell, Python, or similar scripting technologies.
• Experience integrating SaaS applications with Okta and troubleshooting SAML/OIDC authentication.
• Relevant technical certifications such as Jamf, Microsoft, Okta, CompTIA, Apple, or ITIL certifications.

Benefits

• Healthcare for family, including dental and vision.
• Competitive compensation and 401K.
• RSU grants for full-time employees.
• ESPP program.
• Flexible vacation policy.
• Maternity & paternity leave.
• MacBook Pro to use for work, plus a generous stipend to personalize your workstation.
• Childcare bonus (human children only).
• Fertility treatment and support.
• Learning & development program.
• Commuter benefits.
• Culture that supports a healthy work-life balance.