Serve as the first point of contact for technical issues via our help desk ticketing system
Provide initial/Level 1+ support for hardware, software, and connectivity issues on primarily macOS systems and cloud services
Troubleshoot and resolve user issues efficiently, escalating as needed
Deliver excellent customer service and clear communication to non-technical staff
Assist with onboarding and offboarding of employees, ensuring accounts, devices, and permissions are configured correctly
Administer and maintain MDM platforms (e.g., Intune, Jamf, Kandji) for endpoint deployment, updates, and compliance
Oversee device provisioning, asset tracking, and lifecycle management
Ensure devices and configurations meet Murmuration’s security standards
Support and maintain audio-visual systems for hybrid meetings and events (Zoom Rooms, Teams Rooms, Logitech, or Crestron setups)
Troubleshoot AV, conferencing, and presentation issues promptly
Work with staff to improve reliability and accessibility of meeting room technology
Support implementation and monitoring of IT security controls aligned with organizational standards
Help manage endpoint protection, access management, and incident response efforts
Install and configure appropriate local and SaaS software, privileges, and account setup according to role specifications
Assist with security audits, risk assessments, and compliance documentation
Maintain IT documentation, knowledge base articles, and process guides
Identify, drive, and own help desk workflows, automation, and reporting
Collaborate with the IT Director and vendors to ensure service excellence and scalability.

Requirements

3–5 years of experience in IT support, system administration, or a similar role
Good understanding of Mac computers, mobile devices, and other tech products
Hands-on experience with MDM platforms (Intune, Jamf, or equivalent)
Experience providing Level 1–2 technical support for diverse systems and users
Familiarity with AV technologies and conferencing platforms (e.g., Zoom, Teams, Google Meet)
Understanding of IT security best practices, identity management, and device compliance
Strong problem-solving, communication, and documentation skills
Empathy, patience, and a customer-first mindset.

Benefits

Health, vision, and dental insurance with 100% of premiums covered for you and qualifying family members
Retirement benefits with a 5% employer match
A flexible unlimited PTO plan
Generous paid parental leave
Pre-tax commuter benefits
A company laptop
A flexible remote work environment
A home office setup stipend for all new employees
Monthly reimbursement for remote work expenses
A yearly professional development fund
Mental health and wellness benefits through Calm and Better Help
Yearly in-person staff retreats
A welcoming culture that celebrates diversity, equity, inclusion, and belonging.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT supportsystem administrationtroubleshootingMDM platformsendpoint protectionaccess managementincident responsesecurity auditsrisk assessmentscompliance documentation

Soft Skills

customer servicecommunicationproblem-solvingempathypatiencedocumentationcollaborationworkflow managementautomationreporting