IT Helpdesk Technician (B2B SaaS)

Job Title: IT Helpdesk Technician (B2B SaaS)

About the Role

We’re looking for a Helpdesk Technician to join our growing IT team and help provide a great technology experience for our employees.

This is a hands-on support role for someone who enjoys troubleshooting, helping people, and taking ownership of problems through resolution. You’ll work across employee support, laptops and devices, SaaS applications, onboarding and offboarding, and general IT operations.

We’re a relatively small IT team, so this isn’t a role where you’ll spend all day resetting passwords or following scripts. You’ll have the opportunity to work across a variety of technologies, learn how our environment operates, and gradually take ownership of more areas as you grow.

What You’ll Do

• Provide friendly and responsive technical support to employees through tickets, chat, and other support channels
• Troubleshoot and resolve hardware, software, account, access, and SaaS-related issues
• Support both macOS and Windows devices
• Help provision, configure, troubleshoot, recover, and refresh employee laptops and other IT equipment
• Support employee onboarding and offboarding, including device and account-related tasks
• Assist with commonly used business applications such as Google Workspace, Microsoft 365, Slack, Zoom, and other SaaS platforms
• Help maintain accurate IT asset and device records
• Take ownership of support requests from initial troubleshooting through resolution or escalation
• Document solutions and contribute to our internal knowledge base
• Identify recurring issues and opportunities to improve our support processes
• Work closely with Systems Administrators when issues require deeper infrastructure, networking, identity, or systems expertise
• Follow established IT and security procedures while handling employee accounts, devices, and company information

What We’re Looking For

• Previous experience in a helpdesk, desktop support, IT support, or similar technical support role
• Hands-on troubleshooting experience with macOS and Windows
• Experience supporting common workplace SaaS applications
• Strong troubleshooting skills and a willingness to dig into problems rather than immediately escalate them
• Clear written and verbal communication skills, especially when working with non-technical employees
• Strong organization and follow-through
• Comfort documenting technical solutions and processes
• Ability to work independently while knowing when to ask for help or escalate an issue
• A patient, approachable, and service-oriented attitude
• Nice to Have
• You don’t need to check every box, but experience in any of the following would be helpful:
• Apple/macOS administration or support
• Mobile Device Management (MDM) platforms such as Microsoft Intune, Kandji, or similar tools
• Apple Business Manager
• IT asset management and hardware lifecycle processes
• Google Workspace or Microsoft 365 administration
• Identity and access concepts such as MFA, account provisioning, SSO, and password managers
• Supporting employees in a remote environment
• Working in healthcare, regulated industries, or other environments where security and privacy are especially important
• Experience working on a small IT team where technicians have broad responsibilities

What Success Looks Like

During your first few months, we’ll focus on helping you learn our environment, tools, processes, and employees.

Within your first 30 days, you should be getting comfortable with our support processes and handling common helpdesk requests with guidance from the team.

Within 60 days, you should be independently handling a meaningful portion of employee support requests, assisting with device provisioning and hardware workflows, and contributing to our documentation.

By 90 days, our goal is for you to be a trusted and largely independent member of the helpdesk team who can confidently own routine support issues from start to finish and provide reliable coverage across our core helpdesk operations.

Tools You’ll Work With Our environment includes tools and platforms such as:

• Help Scout
• Google Workspace
• Microsoft 365
• Kandji and Microsoft Intune
• Apple Business Manager
• Slack
• Zoom
• Endpoint security and remote support tools
• Internal documentation and knowledge management platforms
• Experience with every tool isn’t required. We care more about strong troubleshooting fundamentals and your ability to learn new systems.
• Who Will Do Well in This Role
• You’ll probably enjoy this role if you like solving problems, helping people, and being the person others can rely on when technology isn’t working.

You should be comfortable moving between different types of work throughout the day. One ticket might involve troubleshooting a Mac, another might involve helping someone regain access to an application, and the next could involve preparing equipment for a new employee.

We’re looking for someone who doesn’t just want to close tickets. We want someone who takes ownership, communicates well, documents what they learn, and looks for ways to make the support experience better the next time around.

This role is primarily focused on end-user IT support and helpdesk operations. While you’ll work alongside team members responsible for systems, infrastructure, security, and automation, we’re looking for someone who wants to build a strong foundation in IT support rather than immediately move away from the helpdesk.