Sr. Specialist, IT Helpdesk

Position Summary:

The IT Service Desk Technician is a hands-on role responsible for delivering high-quality onsite IT support in South San Francisco, working from the office five days per week. This position supports all departments with Tier 1 technical issues including accounts, endpoints, networks, printers, mobile devices, and collaboration tools. A key focus of this role is the administration, support, and optimization of Apple devices (macOS and iOS) using

JAMF MDM.

The technician will play a critical role in managing the Apple ecosystem, ensuring secure configuration, compliance, and a seamless user experience across MacBooks, iPhones, and iPads. The role collaborates closely with global IT teams to ensure adherence to IT and Security policies while maintaining strong relationships with local and international stakeholders. This is an onsite position based in South San Francisco, requiring presence in the office five days per week.

Essential Duties and Responsibilities:

• Provide local helpdesk support for hardware, software, and application issues, ensuring timely resolution in line with SLAs.
• Administer and support JAMF Pro (or equivalent MDM) for device enrollment, configuration, patching, and compliance enforcement.
• Manage macOS and iOS devices, including provisioning, imaging, software deployment, OS upgrades, and troubleshooting.
• Enforce security policies on Apple devices (disk encryption, compliance policies, certificate deployment, etc.).
• Support mobile device lifecycle management (enrollment, provisioning, troubleshooting, and decommissioning).
• Manage user and device identities in Azure Active Directory (Entra ID), Office 365, and Exchange.
• Perform onboarding/offboarding tasks including device setup and access provisioning.
• Document all service requests in the ticketing system, including root cause analysis and resolution steps.
• Promote and enforce Information Security best practices across the organization.
• Act as liaison between users and MSP/vendor support teams to ensure effective issue resolution.
• Support conferencing technologies including Zoom, Microsoft Teams, and presentation systems.
• Assist with endpoint deployment using standard tools and configuration management practices.
• Support data backup and restoration processes for end users.

Core Competencies, Knowledge, and Skills:

• Strong hands-on experience with JAMF Pro (or similar MDM platforms) - REQUIRED
• Strong expertise in macOS and iOS support in a corporate environment - REQUIRED
• Experience managing Apple device lifecycle (DEP/ABM, configuration profiles, compliance policies)
• Solid understanding of endpoint security best practices, particularly for Apple ecosystems
• Good knowledge of Windows 11 environments (secondary to Apple expertise)
• Working knowledge of Azure AD (Entra ID), Active Directory, SSO, and MFA
• Familiarity with Office 365, Exchange, SharePoint, and OneDrive
• Experience troubleshooting laptops, mobile devices, printers, and AV systems
• Knowledge of networking fundamentals and common protocols
• Experience with IT ticketing systems and service management processes
• Strong communication skills and ability to support global users
• Highly organized, analytical, and able to work in a fast-paced, evolving environment Position Requirements Education
• IT Support training, Computer Science degree, or equivalent experience Experience
• 5+ years in IT support roles
• Demonstrated experience managing Apple environments using JAMF (or equivalent MDM) is mandatory
• Experience supporting global organizations preferred Certifications (Preferred)
• JAMF Certified Associate / JAMF Certified Technician (highly desirable)
• Apple Certified Support Professional (ACSP)
• CompTIA or Microsoft certifications Travel, Physical Demands, and Work Environment
• Regular use of standard office equipment (computer, phone, etc.)
• Ability to work at a computer for extended periods
• Occasional lifting (up to 20 pounds) and movement of equipment
• Combination of seated and standing work