Helpdesk Analyst II (Remote, USA)

Having surpassed $300M ARR and continuing to grow, Optro helps enterprises transform risk into opportunity through its AI-powered GRC Intelligence Platform. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.com and Gartner Peer Insights.

At Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte!

As our Level 2 Help Desk Analyst, you’ll be a go-to technical expert on the Service Desk team. You’ll own complex incidents from start to finish, tackle the toughest troubleshooting challenges, and help shape how we work by improving processes, building documentation, and making our Service Desk more effective for everyone.

This is a hands-on role. In addition to resolving complex issues in a enterprise environment, you’ll help raise the overall maturity of the Service Desk organization. The ideal candidate brings strong problem solving expertise, sound judgment, a high level of ownership, and the ability to improve both service delivery and team capability through direct participation.

• Be a technical voice on a respected, remote team supporting a remote first, fast-growing global company.

• Work with a modern stack including Atlassian Cloud, Microsoft 365, Google Workspace, Slack, Notion, Claude, and Zoom, etc.

• Partner with People Team and support employee onboarding, offboarding, and identity lifecycle processes.

• Solve the hard problems, then make sure they don’t come back.

• Have real impact over how the Service Desk operates, from tooling and automation to documentation and process.

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  Own and resolve complex incidents

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  Takes ownership of complex, high-impact, and recurring incidents through to resolution.

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  Perform advanced troubleshooting across macOS, Windows, iOS, and Android devices, as well as SaaS applications, identity and access, networking, and collaboration tools.

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  Provide high-touch support to executives and VIP users with professionalism and discretion.

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  Raise the maturity of the Service Desk

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  Own the quality and structure of the knowledge base, creating and maintaining articles, runbooks, and troubleshooting guides for analysts and end users.

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  Partner with Security, Engineering, and business teams to resolve issues and improve service delivery.

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  Maintain accurate inventory records and support hardware provisioning, recovery, and refresh programs.

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  Evaluate new tools and features and contribute to IT projects such as platform rollouts, device refreshes, and process redesigns.

• 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

• 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.