IT Helpdesk Technician (B2B SaaS)

About the Opportunity
The organization is seeking a full-time IT Helpdesk Technician (B2B SaaS) to join its IT team and deliver hands-on technical support across the organization. This role focuses on troubleshooting, user support, hardware configuration, SaaS administration, onboarding and offboarding, and core IT operations in a remote/hybrid environment across the United States.
Key Responsibilities
Provide responsive technical support to employees through tickets, chat, and designated support channels
Troubleshoot and resolve hardware, software, account, access, and SaaS-related issues
Support both macOS and Windows devices
Provision, configure, troubleshoot, recover, and refresh employee laptops and other IT equipment
Support employee onboarding and offboarding workflows, including device and account management
Assist with business applications including Google Workspace, Microsoft 365, Slack, Zoom, and related SaaS platforms
Maintain accurate IT asset and device inventory records
Own support requests from initial troubleshooting through resolution or escalation
Document technical solutions and contribute to internal knowledge bases
Identify recurring issues and recommend improvements to support processes
Collaborate with Systems Administrators on escalations requiring advanced infrastructure, networking, identity, or systems expertise
Adhere to established IT and security procedures when handling accounts, devices, and company data
Required Qualifications
Previous experience in a helpdesk, desktop support, IT support, or similar technical support role
Hands-on troubleshooting experience with both macOS and Windows operating systems
Experience supporting common workplace SaaS applications
Strong troubleshooting capabilities with a commitment to resolving issues prior to escalation
Clear written and verbal communication skills, with the ability to assist non-technical personnel
Demonstrated organization and follow-through
Comfort creating and maintaining documentation for technical solutions and processes
Ability to work independently while appropriately escalating complex issues
A patient, approachable, and service-oriented mindset
Preferred Qualifications
Experience with Apple/macOS administration or support
Familiarity with Mobile Device Management (MDM) platforms, such as Microsoft Intune, Kandji, or similar tools
Experience using Apple Business Manager
Knowledge of IT asset management and hardware lifecycle processes
Administrative experience with Google Workspace or Microsoft 365
Understanding of identity and access concepts, including MFA, account provisioning, SSO, and password managers
Experience supporting end users in a remote work environment
Experience in healthcare, regulated industries, or other environments subject to strict security and privacy standards
Experience working within a small IT team managing broad responsibilities
Tools and Technologies
The role utilizes tools and platforms including:
Help Scout
Google Workspace and Microsoft 365
Kandji and Microsoft Intune
Apple Business Manager
Slack and Zoom
Endpoint security tools, remote support utilities, and internal knowledge management platforms
Performance Milestones
Within 30 days: Build familiarity with internal support processes and manage common helpdesk tickets with team guidance.
Within 60 days: Independently handle a substantial portion of support requests, assist with device provisioning workflows, and contribute to technical documentation.
Within 90 days: Operate as an independent support technician, confidently managing routine tickets end-to-end and ensuring consistent helpdesk coverage.
Compensation and Benefits
Competitive salary
Potential equity compensation tied to performance
Medical, dental, and vision insurance
Flexible paid time off
Paid family and medical leave
Company-paid life and disability insurance
401(k) retirement plan
Flexible spending accounts (FSA/DCA) and commuter benefits
Employment Policies and Notices
The organization maintains a policy not to hire individuals currently employed by its customers without explicit consent from their current employer.
The hiring organization is an Equal Opportunity Employer, considering applicants regardless of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other legally protected characteristic.
The hiring organization participates in E-Verify.

Work arrangement
Yes