IT Helpdesk Technician (B2B SaaS)

About the Opportunity

Swooped is seeking a full-time IT Helpdesk Technician (B2B SaaS) to join its IT team. This role delivers hands-on technical support across the organization, focusing on troubleshooting, user support, hardware configuration, SaaS administration, onboarding/offboarding, and core IT operations in a remote/hybrid environment across the United States.

Key Responsibilities

• Provide responsive technical support to employees via 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, and Zoom.
• 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.

Requirements & Tech Stack

• 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

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.

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