Help Desk Specialist I

🇺🇸In-Person - United States$28–$34/hr3h ago

K-12 Support IT Support Help Desk Device Management Technical Support Mac Support

Role Snapshot

Help Desk Specialist I providing Tier 1 & 2 technical support for a remote, Mac-centric learning technology company serving K-12 schools. The role focuses on supporting internal IT infrastructure and cross-functional technical teams.

Key Responsibilities: Provide troubleshooting and support for macOS and Windows laptops, manage Apple devices using Jamf Pro and Windows devices with Workspace One, assist with Google Workspace tools, and handle onboarding/offboarding tasks. Document work in Jira Service Management and collaborate with U.S.-based IT and Security teams during Pacific Time business hours.

Skills & Tools: Strong technical troubleshooting expertise with macOS and Windows operating systems, proficiency with Jamf Pro and Workspace One management platforms, Google Workspace administration, and experience with Jira Service Desk or similar ticketing systems. Excellent communication skills, service-first attitude, and ability to collaborate effectively with technical teams.

Qualifications: Demonstrated experience supporting Apple hardware and macOS environments, hands-on experience with device management platforms like Jamf Pro, and familiarity with IT service desk operations and ticketing systems. Experience with cloud backup tools like Druva and Atlassian products is preferred.

Location: In-Person - United States

Compensation: $28–$34/hr

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Job Description

What We Do

At GoGuardian, we’re helping build a future where all learners are ready and inspired to solve the world’s greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe.

What It’s Like to Work at GoGuardian

We are an outcomes-focused learning company with a steadfast focus on improving learning environments, one classroom at a time. Working with us means joining a remote team of diverse, committed, mission-driven employees who are inspired by our vision, dedicated to our customers, and ready to roll up their sleeves. Guardians put their heads together to solve problems, learn together from experiments that fail, and stand together by their work with full accountability. We balance our diligence with an inclusive culture that invites everyone to bring their whole self to work. Join us and learn why “I love the people here” is one of the most frequent comments we hear from Guardians.

The Role

We’re looking for a proactive, tech-savvy, and people-friendly Help Desk Specialist II to support our fast-paced, Mac-centric environment. The ideal candidate will bring strong experience supporting Apple hardware, managing macOS devices with Jamf, and assisting technical teams including software engineers and QA staff. This person must have excellent troubleshooting skills, a service-first attitude, and the ability to collaborate effectively with U.S.-based teams, especially during Pacific Time business hours.

What You'll Do

Provide Tier 1 & 2 support for macOS laptops, Windows OS laptops and applications, including hardware and software troubleshooting.
Use Jamf Pro to manage MacOS laptops and Workspace One for WindowsOS laptops, configure, update, and secure Apple laptops.
Assist with Google Workspace tools—Gmail, Calendar, Drive—troubleshooting access, configuration, and integration issues.
Wipe, reimage, and restore Mac laptops; experience with Druva cloud backup or similar tools is preferred.
Experience in Atlassian (Jira/Confluence) or an equivalent Service Desk management platform.
Assist in onboarding and offboarding tasks, including user provisioning, laptop setup, and account configuration.
Utilize Jira Service Management to complete assigned tasks, and provide clear, detailed documentation on work done. In addition updating current documentation and Confluence documents as needed.
Collaborate with U.S.-based IT and Security teams; must be available for a few meetings every week early morning Pacific Time hours.
Provide friendly, effective, and professional support to technical staff, including developers, QA engineers, and product teams.
Identify recurring issues and recommend process improvements or automation opportunities.
Laptop and peripheral shipping is a heavy part of the position, so reliable transportation and home storage space is a must. Must also live near a FedEx shipping location.

Who You Are

1–2 years of IT support experience, ideally in a software or SaaS company.
Strong experience supporting macOS, WindowsOS and using Jamf Pro, Workforce One for device management.
Familiarity with Google Workspace admin tools and troubleshooting.
Experience with Druva or other cloud-based backup and restore solutions is a strong plus.
Basic understanding of Okta or other identity management systems is a plus.
Excellent communication skills and a great personality—friendly, approachable, and solution-oriented.
Comfortable working independently and cross-functionally in a remote setting.
Must be able to attend a few meetings per week during the Pacific Time Zone.
Must be able to communicate in English.

What We Offer

Competitive pay, health insurance, accident insurance, life insurance, and a retirement savings plan.
Paid annual leave, paid holidays, paid parental leave, paid leave for life events, and a paid year-end holiday break.
A robust catalog of benefits that support your professional growth and personal wellbeing, including work from home funds, wellness checks, and more…

Plus the intangible:

A varied and challenging role in an innovative, global company.
Supportive, driven colleagues who have your back and share your passion.

The typical base salary range for this position is $28 - $34 per hour. The range displayed on this job posting reflects the minimum and maximum target for new hire base pay for this position and your pay will be determined by a variety of factors, including your primary work location, skills, qualifications and experience. Additional benefits information is listed on our careers page.

Please share this with your friends or co-workers who may be interested in working at GoGuardian! We have multiple openings and are always looking for talented people.

GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.

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