Desktop Support / Helpdesk Engineer

Solvd; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

Solvd Inc. seeks a Senior Desktop Support / Helpdesk Engineer to own the everyday technology experience for Solvd’s employees, from onboarding to offboarding.

You will be the senior escalation point for end-user issues and lead our Mac-heavy fleet, while driving MDM migration and identity access controls across Microsoft 365. You will also implement zero-touch provisioning, enforce security baselines, manage hardware lifecycle, and mentor a global helpdesk team.

Qualifications

• 5+ years in desktop support, helpdesk, or IT operations including at least 2 years at senior or escalation level.
• Expert-level macOS support — configuration profiles, Apple Business Manager, and Automated Device Enrollment.
• Hands-on administration of a Mac MDM platform — Jamf Pro, JumpCloud, Fleet, Kandji, or Intune.
• Strong Microsoft 365 and Entra ID administration — MFA, Conditional Access, and licensing.
• Experience in a SaaS-heavy, cloud-first company including SSO (SAML/OIDC) and SCIM provisioning.
• Scripting in Bash/zsh — Python or PowerShell is a plus.
• Experience supporting a remote, international workforce across multiple time zones including hardware logistics.
• Clear written and spoken English with the patience to explain technical issues to non-technical colleagues.
• A habit of documenting and improving processes, not just closing tickets.
• Experience leading an MDM migration — especially from Intune to Jamf, JumpCloud, or Fleet — or running a platform evaluation.
• Apple or Jamf certifications — Apple Device Support, Jamf CCT/CCA, or similar.
• Microsoft certifications — MS-102 (Microsoft 365 Administrator) or MD-102 (Endpoint Administrator).
• Experience with ITSM tools such as Jira Service Management, Freshservice, or Zendesk.
• Familiarity with endpoint security tools — CrowdStrike, SentinelOne, or Microsoft Defender for Endpoint.
• Exposure to security frameworks such as ISO 27001, SOC 2, or CIS benchmarks.

Responsibilities

• Mac-first fleet management: Support and administer macOS devices plus Windows machines, provisioning and updates.
• Lead MDM migration: evaluate and migrate to Jamf, JumpCloud, or Fleet; manage re-enrollment and communications.
• Run zero-touch deployment via Apple Business Manager and ADE so remote hires start with a ready-to-use laptop.
• Enforce and report on security baselines: FileVault, OS updates, firewall, and endpoint protection.
• Own hardware lifecycle across regions: purchasing, inventory, shipping, repairs, disposal.
• Administer Microsoft 365 — Exchange Online, Teams, SharePoint, OneDrive, and licensing.
• Manage users, groups, and access in Entra ID including MFA and Conditional Access.
• Build and maintain SSO/SCIM integrations for automated access provisioning.
• Maintain SaaS inventory, cut unused licences, shadow IT, and access drift.
• Provide helpdesk leadership as escalation point for complex issues; onboard/offboard end users seamlessly.
• Mentor junior staff; manage ticket queues and SLA targets across time zones.
• Create KB articles and self-service guides to reduce repeat tickets.
• Automate routine tasks with Bash/zsh, Python, or PowerShell and low-code tools.

Skills

macOS support

MDM migration

Microsoft 365

Entra ID

Scripting Bash

PowerShell

Remote support

Tools

Jamf Pro

JumpCloud

Fleet

Apple Business Manager

Intune

Job description

Solvd Inc. is a rapidly growing AI-native consulting and technology services firm delivering enterprise transformation across cloud, data, software engineering, and artificial intelligence. We work with industry-leading organizations to design, build, and operationalize technology solutions that drive measurable business outcomes. Following the acquisition of Tooploox, a premier AI and product development company, Solvd now offers true end-to-end delivery—from strategic advisory and solution design to custom AI development and enterprise-scale implementation. Our capability centers combine deep technical expertise, proven delivery methodologies, and sector-specific knowledge to address complex business challenges quickly and effectively. We are looking for a Senior Desktop Support / Helpdesk Engineer to own the everyday technology experience for Solvd’s employees — from a new hire’s first login to the day a leaver hands back their laptop. You’ll be the senior escalation point for end-user issues and the hands‑on lead for our Mac‑heavy fleet. You’ll also play a key role in two active projects: selecting and migrating to Intune’s replacement, and tightening how we manage identity, access, and SaaS apps across Microsoft 365. We want someone who fixes problems fast — then automates and documents the fix so it stays fixed.

Задачи:

• Mac‑first fleet management Support and administer macOS devices plus a smaller number of Windows machines — provisioning, patching, OS upgrades, and break/fix.
• Help evaluate and select our next MDM (Jamf, JumpCloud, and Fleet are on the shortlist), then lead the migration from Microsoft Intune including configuration profiles, re‑enrollment, and employee communication.
• Run zero‑touch deployment through Apple Business Manager and Automated Device Enrollment so remote hires get a ready‑to‑use laptop on day one.
• Enforce and report on security baselines — FileVault, OS update policy, firewall, and endpoint protection.
• Own the hardware lifecycle across regions: purchasing, inventory, shipping, repairs, device recovery, and secure disposal.
• Microsoft 365 & identity Administer Microsoft 365 — Exchange Online, Teams, SharePoint, OneDrive, and licensing.
• Manage users, groups, and access in Microsoft Entra ID including MFA, Conditional Access, and SSO.
• Build and maintain SSO and SCIM integrations so access is granted and removed automatically.
• SaaS stack Administer core SaaS tools and maintain an up‑to‑date inventory of apps, owners, and licences. Cut unused licences, shadow IT, and access drift.
• Helpdesk leadership Act as the senior escalation point for complex hardware, software, network, and access issues.
• Own onboarding and offboarding end to end — new hires productive immediately, leavers losing access the same day.
• Manage the ticket queue across time zones, help set and meet service levels, and mentor junior support staff.
• Write knowledge base articles and self‑service guides that reduce repeat tickets.
• Automation & improvement Automate routine work with Bash/zsh, Python, or PowerShell and low‑code workflow tools.
• Support security and compliance work with the IT & Security Manager — access reviews, audit evidence, and policy rollout.
• Use ticket trends to find and fix root causes rather than just close tickets.
• Shape real‑world AI‑driven projects across key industries, working with clients from startup innovation to enterprise transformation.
• Be part of a global team with equal opportunities for collaboration across continents and cultures.
• Thrive in an inclusive environment that prioritizes continuous learning, innovation, and ethical AI standards.

Требования:

• 5+ years in desktop support, helpdesk, or IT operations including at least 2 years at senior or escalation level.
• Expert‑level macOS support — configuration profiles, Apple Business Manager, and Automated Device Enrollment.
• Hands‑on administration of a Mac MDM platform — Jamf Pro, JumpCloud, Fleet, Kandji, or Intune.
• Strong Microsoft 365 and Entra ID administration — MFA, Conditional Access, and licensing.
• Experience in a SaaS‑heavy, cloud‑first company including SSO (SAML/OIDC) and SCIM provisioning.
• Scripting in Bash/zsh — Python or PowerShell is a plus.
• Experience supporting a remote, international workforce across multiple time zones including hardware logistics.
• Clear written and spoken English with the patience to explain technical issues to non‑technical colleagues.
• A habit of documenting and improving processes, not just closing tickets.
• Experience leading an MDM migration — especially from Intune to Jamf, JumpCloud, or Fleet — or running a platform evaluation.
• Apple or Jamf certifications — Apple Device Support, Jamf CCT/CCA, or similar.
• Microsoft certifications — MS‑102 (Microsoft 365 Administrator) or MD‑102 (Endpoint Administrator).
• Experience with ITSM tools such as Jira Service Management, Freshservice, or Zendesk.
• Familiarity with endpoint security tools — CrowdStrike, SentinelOne, or Microsoft Defender for Endpoint.
• Exposure to security frameworks such as ISO 27001, SOC 2, or CIS benchmarks.

Ready to make an impact? If you're excited to build things that matter, champion responsible AI, and grow with some of the industry’s sharpest minds.

Solvd is an equal opportunity employer.