Help Desk Support Technician

MAPSYS Inc.; Columbus (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

MAPSYS Inc. seeks a motivated Help Desk Technician II / IT Support Specialist to provide hands-on support across Google Workspace, Microsoft 365, Apple macOS, Windows, and SaaS apps.

The role combines Tier 1/2 support with admin duties for Google Workspace and Microsoft 365, plus identity, security, and infrastructure tasks. The position requires regular in-person support with a minimum of two onsite days per week at a Columbus customer site, with additional onsite time at MAPSYS Headquarters

Qualifications

• 3+ years in Help Desk or IT support.
• Experience with Google Workspace and Microsoft 365.
• Strong Windows and macOS support skills, plus networking basics.

Responsibilities

• Provide Tier 1/2 end-user support for hardware, software, and connectivity.
• Administer Google Workspace and Microsoft 365, handle provisioning and access control.
• Troubleshoot networking issues, endpoints, and security tooling.
• Document resolutions and support onboarding/offboarding processes.
• Collaborate with on-site teams at Columbus customer sites.

Skills

IT support

Google Workspace

Microsoft 365

Apple macOS

Windows PC

SaaS administration

Networking

Identity & Access Management

Troubleshooting

Customer service

Education

CompTIA A+/Network+/Security+

Tools

Jamf

SentinelOne

VMware

AWS

Slack

Box

1Password

NetSuite

Shopify

Job description

We are seeking a motivated Help Desk Technician II / IT Support Specialist to provide hands-on technical support across Google Workspace, Microsoft 365, Apple macOS, Windows PCs, SaaS applications, networking, and endpoint technologies.

This role combines Tier 1/2 user support with Microsoft 365 and Google Workspace administration, identity and access management, networking, security, and infrastructure support. The ideal candidate is service-oriented, technically curious, and comfortable troubleshooting issues while identifying opportunities to improve IT operations.

This position requires regular in-person support, including a minimum of two onsite days per week at a Columbus customer site, with additional onsite time at MAPSYS Headquarters recommended.

Key Responsibilities

End User & Endpoint Support

• Provide Tier 1 and Tier 2 technical support for hardware, software, access, and connectivity issues.
• Deploy, configure, and troubleshoot Apple macOS and Windows laptops/desktops, monitors, docks, printers, mobile devices, and conferencing equipment.
• Support Microsoft Office, Slack, 1Password, Box, and other SaaS applications.
• Support device enrollment, endpoint security, and management through Jamf or similar MDM platforms.
• Perform employee onboarding/offboarding and device lifecycle management.

Microsoft 365 & Google Workspace

• Provide Level 2 support and administration for Microsoft 365, including Exchange Online, Outlook, Teams, SharePoint, OneDrive, and Microsoft Office.
• Troubleshoot email delivery, mailbox access, shared mailboxes, distribution groups, calendars, Teams, permissions, file sync, and external sharing.
• Manage Microsoft 365 user provisioning, licensing, groups, role assignments, and access requests.
• Administer Google Workspace, including Gmail, Drive, Shared Drives, Calendar, Meet, Groups, permissions, and security settings.
• Troubleshoot Google email delivery, spam filtering, calendar sharing, delegated access, and Google Postmaster Tools.
• Escalate complex tenant, identity, security, or compliance issues as appropriate.

Identity, Networking & Security

• Provision and deprovision user accounts and manage permissions across cloud applications, collaboration platforms, file shares, and business systems.
• Troubleshoot wired/wireless connectivity, enterprise Wi-Fi, VPNs, switches, firewalls, DNS, DHCP, TCP/IP, and VLANs.
• Assist with Ubiquiti/UniFi administration and connected devices such as printers and cameras.
• Support endpoint security platforms such as SentinelOne and RMM tools such as NinjaOne.
• Investigate security alerts and assist with remediation while maintaining security and compliance requirements.

Infrastructure & Operations

• Assist with asset management, equipment inventory, and endpoint lifecycle management.
• Support cloud storage, AWS services, VMware environments, and infrastructure initiatives as assigned.
• Document troubleshooting, resolutions, and escalation details clearly and consistently.

Required Qualifications

• 3+ years of Help Desk, Desktop Support, or IT Support experience.
• Strong hands-on experience supporting Google Workspace.
• Level 2 Microsoft 365 experience, including Exchange Online, Outlook, Teams, SharePoint, OneDrive, and Microsoft Office.
• Strong Apple macOS and Windows PC support experience.
• Experience with user provisioning, permissions, identity/access management, and SaaS administration.
• Strong networking and connectivity troubleshooting skills, including Wi-Fi, DNS, DHCP, VPNs, TCP/IP, and firewall concepts.
• Experience supporting conferencing/AV technologies.
• Strong customer service, communication, documentation, and problem-solving skills.
• Ability to independently prioritize and resolve multiple requests in a fast-paced, client-facing environment.

Preferred Qualifications:

Experience with one or more of the following:

• Jamf
• SentinelOne
• VMware
• AWS
• Slack, Box, and 1Password
• NetSuite
• Shopify

Additional preferences:

• Experience in a consulting, managed services, or client-facing IT environment.
• Experience supporting hybrid and remote workforces.
• CompTIA A+, Network+, Security+, or equivalent certifications.

Why This Role

• Gain hands-on exposure across endpoint support, cloud platforms, networking, security, and infrastructure.
• Build expertise across Google Workspace, Microsoft 365, Apple, Windows, and modern SaaS environments.
• Join an employee-owned company that values accountability, collaboration, responsive client service, and continuous improvement.

What Success Looks Like

Success in this role means delivering responsive customer support, resolving technical issues efficiently, maintaining secure and reliable end-user environments, effectively managing onboarding/offboarding, and taking ownership of Microsoft 365, Google Workspace, Apple, Windows, networking, and endpoint-related issues.

Core Skills

Google Workspace Administration | Microsoft 365 L2 Support & Administration | Apple macOS | Windows PC Support | Networking & Wi-Fi Troubleshooting | Ubiquiti/UniFi | Jamf | SentinelOne | SaaS Administration | Identity & Access Management | Endpoint Deployment & Lifecycle Management | Customer Support