Helpdesk Specialist II - Google Workspace

Key Responsibilities :

- Manage and administer Google Workspace, JAMF MDM, Workspace One, and associated SaaS platforms.

- Support MacOS and Windows devices, including hardware deployment, system backups, and ongoing system administration.

- Administer and support Endpoint Detection & Response (EDR) tools and other security measures.

- Assist with migration activities from Google Single Sign-On (SSO) to Okta, ensuring minimal disruption to users.

- Provide timely and professional technical support to end-users, demonstrating a strong customer service focus.

- Collaborate with the IT team to maintain and enhance IT automation processes.

- Document procedures, troubleshoot issues, and provide training or coaching to users when necessary.

- Continuously deepen technical expertise in core systems and prepare for advancement to higher-level roles.

Required Skills and Expertise :

- Technical :

- Advanced knowledge of Google Workspace administration and management.

- Expertise in JAMF MDM and Workspace One administration.

- Strong proficiency in MacOS and Windows operating systems, including deployment and hardware management.

- Familiarity with Okta and general systems administration.

- Experience with Endpoint Detection and Response (EDR) solutions.

- Comfortable working with multiple SaaS platforms in a fast-evolving environment.

- Soft Skills :

- Excellent communication and interpersonal skills with a personable and approachable demeanor.

- Strong organizational skills and methodical work habits.

- Team player with a humble attitude and a good sense of humor.

- Ability to handle pressure with a sense of urgency and remain non-combative.

- Open to feedback and coaching with a strong work ethic.

Preferred Qualifications :

- Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent experience.

- 5+ years of experience in IT support or systems administration.

- Relevant Help Desk or technical certifications (e.g. , CompTIA A+, ITIL, HDI).

- Demonstrated experience with SaaS environments and IT automation tools