Helpdesk Analyst II (Remote USA)

The role

You will own and resolve complex incidents and provide high-touch support to executives. You will also improve Service Desk maturity through documentation, process redesign, and tool evaluation.

What you will do

• Own and resolve complex incidents
• Take ownership of high-impact and recurring incidents
• Perform advanced troubleshooting across macOS, Windows, iOS, and Android, SaaS applications, identity, networking, and collaboration tools
• Provide high-touch support to executives and VIP users
• Own the quality and structure of the knowledge base
• Create and maintain articles, runbooks, and troubleshooting guides
• Partner with Security, Engineering, and business teams
• Maintain accurate inventory records
• Support hardware provisioning, recovery, and refresh programs
• Evaluate new tools and contribute to IT projects

Required qualifications

• 5+ years of experience in service desk, desktop support, or systems support
• 2+ years in a senior or escalation-level role
• Expert-level proficiency supporting macOS and Windows
• Proficiency supporting iOS and Android mobile devices
• Deep hands-on experience administering Google Workspace and/or Microsoft 365
• Experience with identity platforms such as Microsoft Entra ID, including SSO, MFA, and access provisioning
• Experience with mobile device management (MDM) tools such as Iru, Microsoft Intune
• Solid understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi)
• Clear, friendly communication skills

Nice to have

• Certifications such as CompTIA Network+/Security+, Microsoft 365 Certified: Administrator, Google Workspace Administrator, Apple Certified Support Professional, or ITIL 4 Foundation
• A degree in Information Technology or a related field, or equivalent practical experience

Benefits

• $200/mo for anything that enhances your life
• Comprehensive employee health coverage
• 401(k) with company match
• Competitive compensation & bonus program
• Flexible vacation (exempt) / Accrued vacation (non-exempt)
• Time off for your birthday & volunteering
• Employee resource groups
• Opportunities for team and company-wide get-togethers!
• Parental Leave

Before you apply

• Background checks are required for this role

About the company

Optro helps enterprises transform risk into opportunity through its AI-powered GRC Intelligence Platform. It is one of the 500 fastest-growing tech companies in North America.