optro - Helpdesk Analyst II (Remote, USA)

• 5+ years of experience in service desk, desktop support, or systems support, including 2+ years in a senior or escalation-level role. • Expert-level proficiency supporting both macOS and Windows, plus iOS and Android mobile devices. • Deep hands-on experience administering Google Workspace and/or Microsoft 365, and identity platforms such as Microsoft Entra ID, including SSO, MFA, and access provisioning. • Experience with mobile device management (MDM) tools such as Iru, Microsoft Intune. • Solid understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi) and how they affect the end-user experience. • Sound judgment and a strong sense of ownership: you see issues through, prioritize by business impact, and know when to pull others in. • Clear, friendly communication skills with technical and non-technical audiences across cultures and time zones. • Ability to work a hybrid/remote schedule, participate in an off hour on-call rotation, and travel occasionally to support events. • Certifications such as CompTIA Network+/Security+, Microsoft 365 Certified: Administrator, Google Workspace Administrator, Apple Certified Support Professional, or ITIL 4 Foundation. • A degree in Information Technology or a related field, or equivalent practical experience. • perks may vary based on eligibility/location • Our Company Values • Customer obsession: It starts and ends here. Consistently ask yourself how what you’re doing creates value for our customers. It’s a mindset. • Gritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes. • Drive innovation: Create the future. Continuously improve what exists and invent what’s next. • Win, together: One team. No silos, no egos. Drive to be the best and support each other’s success. • Growth mindset: 10x, not 10%. Think in orders of magnitude, not increments. Seek feedback, learn, and improve. • Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information. • We love building strong partnerships, but please note that Optro cannot accept unsolicited resumes from agencies. Any submissions without a signed agreement in place will not create a fee obligation.