OpenLoop

Help Desk Technician II

OpenLoop

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

Cyber SecurityJamfMacOS

About the role

  • Provide Tier 2 and 3 technical support via Slack, email, and Zoom, resolving hardware, software, and access issues promptly.
  • Onboard new employees, handling device setup, account provisioning, and tool access with a customer-focused approach.
  • Administer and maintain SaaS tools including Okta, Google Workspace, Zoom, Slack, Atlassian, and Office365.
  • Troubleshoot networking and remote connectivity issues to ensure reliable work-from-home performance.
  • Improve and document helpdesk processes, workflows, and knowledge resources to drive efficiency.
  • Support long-term IT initiatives such as infrastructure upgrades, security enhancements, and system integrations.
  • Collaborate with cross-functional teams to uphold HIPAA, SOC 2, and HITRUST compliance standards.
  • Proactively identify recurring issues and recommend scalable, long-term IT solutions.
  • Other duties as assigned.

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
  • 4+ years of general IT experience, with at least 2 years of macOS enterprise and MDM management (JAMF, Mosyle, or Kandji).
  • Proficient in Okta, Google Workspace, Zoom, Slack, Atlassian (Jira/Confluence), and Office365 Administration.
  • Strong understanding of cybersecurity principles and experience with IT compliance frameworks (HIPAA, SOC 2, HITRUST).
  • Excellent communication and customer service skills, with a proactive and empathetic approach to user support.
  • Experience working in fast-paced or startup environments is highly preferred.
  • Familiar with ITIL framework and best practices for incident management and service delivery.
Benefits
  • Medical, Dental, and Vision plans
  • Flexible Spending/Health Savings Accounts
  • Flexible PTO
  • 401(k) + Company Match
  • Life Insurance, Pet insurance, and more
Applicant Tracking System Keywords

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

Hard Skills & Tools
macOS enterprise managementMDM managementIT compliance frameworkscybersecurity principlesincident managementservice deliverytroubleshootingdevice setupaccount provisioninghelpdesk process improvement
Soft Skills
communication skillscustomer service skillsproactive approachempathetic approachcollaborationproblem-solvingorganizational skillsattention to detailadaptabilityteamwork