Desktop Support
Provide end-user IT support and administration for a hardware engineering and R&D team. Manage SaaS applications, hardware/software assets, Okta, Google Workspace, MDM for mixed OS fleet, AV systems, and on-prem infrastructure in a fast-paced onsite environment.
About the job
What You'll Do
- Managing Business SaaS Applications: Oversee provisioning, access management, and on/off-boarding processes for various SaaS services.
- IT Support and Administration: Provide support for critical IT cloud-based tools, including Google Workspace, Okta, Slack, Atlassian, Gitlab, VPN solutions, Airtable, etc.
- Hardware Lifecycle Management: Support procurement, device management (Apple, Linux and Windows devices), patching, and depreciation of hardware assets.
- Software Asset Management: Maintain the lifecycle of software/application assets.
- IT Operations and Helpdesk: Handle day-to-day end user IT tasks, including hardware, software, troubleshooting and support.
- Team Support: Actively collaborate with senior IT team members for advanced diagnostics and troubleshooting.
- IT Infrastructure Maintenance: Maintain and support IT tech stacks such as Conference AV systems, and on-premises infrastructure.
- Provide minimal off-hour support for rare network and infrastructure updates outside business hours.
What You’ll Need
- 2+ years of experience in End User Support, including direct support of engineering, manufacturing, hardware development, laboratory, R&D, or other highly technical environments.
- Demonstrated ability to identify recurring problems, improve operational processes, and contribute to automation or workflow improvements.
- Excellent customer service and communication skills, with the ability to support engineers, researchers, technicians, and business teams in a fast-paced, high-touch environment.
- Experience administering or supporting Okta, including user provisioning and access management.
- Understanding of MDM tools for the management of a Mac/WinTel/Linux fleet.
- Experience with Google Workspace.
- Understanding of network infrastructure.
- Strong troubleshooting and critical thinking skills, with the ability to diagnose and resolve a broad range of technical issues while appropriately escalating more complex problems.
- Demonstrated ability to quickly learn unfamiliar technologies.
- Create and maintain documentation for systems, processes, and troubleshooting guides.
- Bachelor's degree in Computer Science, Engineering, a scientific discipline, or a related technical field, or equivalent practical experience.
Nice to Have
- Excellent analytical, logical thinking, and problem-solving skills.
- Certifications such as CompTIA A+, CompTIA Security+, and CompTIA Network+.
Skills
Okta, Google Workspace, MDM, Mac, Windows, Linux, Atlassian, GitLab, Slack, Vpn, Airtable, Comptia A+, Comptia Security+, Comptia Network+
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