Help Desk Specialist

We are seeking a detail-oriented and proactive Helpdesk Support Specialist to provide technical assistance and support across our organization. The ideal candidate will have deep expertise in macOS, strong knowledge of Google Workspace, and experience managing Okta, Zscaler, and Cisco Systems. This role supports both Mac and Windows environments, assisting users with hardware, software, and network issues while ensuring timely and professional service.

Please note that this position is through an outsourcing company.

What you’ll do

End-User Support

• Serve as the first point of contact for all IT-related issues via Jira, email, Slack. 
• Diagnose and resolve software and hardware issues for macOS and Windows systems.
• Provide technical assistance for desktop applications, browsers, and productivity tools.
• Manage setup, configuration, and maintenance of laptops, peripherals, and accessories.

Systems Administration & Provisioning

• Manage user lifecycle activities including employee onboarding, provisioning, and termination across systems.
• Support Okta for Single Sign-On (SSO) and identity management, permission and group assignment.
• Support Google Workspace administration (accounts, groups, permissions, and security settings).

Networking & Infrastructure

• Monitor and help troubleshoot Cisco Meraki network equipment (switches, access points using monitoring system).
• Support and maintain video conferencing systems (Zoom Rooms, Google Meet, Teams Rooms, etc.).
• Assist users with network connectivity, VPN, and performance issues.
• Oversee operations and documentation
• Manage IT asset inventory and ensure accurate record-keeping.
• Document troubleshooting steps, best practices, and system configurations.
• Support deployment of new applications and updates across the organization.
• Participate in ongoing improvement projects for IT processes and infrastructure.

What you bring

• 3+ years of experience in IT Helpdesk or Technical Support roles.
• Expert-level proficiency in macOS; solid understanding of Windows 11 environments.
• Hands-on experience with Jira Service Management or other ticketing systems.
• Strong experience with Google Workspace administration.
• Working knowledge of Okta, Zscaler, and Cisco Meraki systems.
• Familiarity with video conferencing and collaboration tools (Zoom, Google Meet, Teams).
• Understanding of core networking concepts (DNS, DHCP, TCP/IP, VPN).
• Excellent troubleshooting, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Certifications such as MCSA,CompTIA A+, Network+, Apple Certified Support Professional (ACSP), or Okta Certified Professional.
• Experience with MDM platforms (Jamf, Endpoint central, or Intune).
• Basic scripting or automation (Bash, Python, PowerShell).

 About MyHeritage

MyHeritage is the leading global platform for family history. It enriches the lives of people worldwide by enabling them to uncover more about themselves and where they belong. With a suite of intuitive products, billions of historical records, an affordable at-home DNA test, and AI-powered photo tools, MyHeritage creates a meaningful discovery experience that is deeply rewarding. The MyHeritage platform is enjoyed by tens of millions of people around the world who treasure and celebrate their heritage. MyHeritage offers full privacy controls and is available in 42 languages. Learn more at www.myheritage.com. See what it’s like to work at MyHeritage on www.glassdoor.com.

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