IT Helpdesk Technician (B2B SaaS)

Responsibilities

• ▹Provide friendly, responsive technical support through tickets, chat and other channels
• ▹Troubleshoot and resolve hardware, software, account, access and SaaS issues
• ▹Support both macOS and Windows devices
• ▹Provision, configure, troubleshoot, recover and refresh laptops and other IT equipment
• ▹Support employee onboarding and offboarding, including device and account tasks
• ▹Assist with common business applications such as Google Workspace, Microsoft 365, Slack, Zoom and other SaaS platforms
• ▹Maintain accurate IT asset and device records
• ▹Take ownership of support requests from initial troubleshooting through resolution or escalation
• ▹Document solutions and contribute to the internal knowledge base
• ▹Identify recurring issues and improve support processes
• ▹Work with Systems Administrators when issues need deeper infrastructure, networking or identity expertise
• ▹Follow IT and security procedures when handling accounts, devices and company information

Requirements

• ▹Previous experience in a helpdesk, desktop support, IT support or similar technical support role
• ▹Hands-on troubleshooting experience with macOS and Windows
• ▹Experience supporting common workplace SaaS applications
• ▹Strong troubleshooting skills
• ▹Clear written and verbal communication, especially with non-technical employees
• ▹Comfort documenting technical solutions and processes

Nice to have

• ▹Apple/macOS administration or support
• ▹MDM platforms such as Microsoft Intune, Kandji or similar
• ▹Apple Business Manager
• ▹IT asset management and hardware lifecycle processes
• ▹Google Workspace or Microsoft 365 administration
• ▹Identity and access concepts such as MFA, account provisioning, SSO and password managers
• ▹Supporting employees in a remote environment
• ▹Experience in healthcare or other regulated environments where security and privacy matter
• ▹Experience on a small IT team with broad responsibilities

Soft skills