IT Helpdesk Technician (B2B SaaS)

Swooped; United States; Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Equity compensation

Medical, dental, and vision insurance

Flexible PTO

Family & medical leave

Life & disability insurance

FSA/DCA and commuter benefits

Job summary

Swooped is seeking a full-time IT Helpdesk Technician to deliver hands-on technical support across the organization on a remote/hybrid basis in the United States. You will troubleshoot hardware, software, and SaaS issues, support macOS and Windows, and assist with onboarding/offboarding, device provisioning, and documentation.

The role includes managing Google Workspace and Microsoft 365, as well as working with tools like Kandji and Intune, Apple Business Manager, and collaboration apps such as

Qualifications

• Minimum one year in a helpdesk/desktop support or similar role.
• Hands-on troubleshooting with macOS and Windows.
• Experience supporting common workplace SaaS applications.
• Strong problem-solving and issue-resolution before escalation.

Responsibilities

• Provide technical support to employees through tickets, chat, and other channels.
• Troubleshoot hardware, software, account and SaaS issues.
• Support macOS and Windows devices.
• Provision and manage laptops and IT equipment.
• Assist with onboarding/offboarding workflows and device management.
• Support Google Workspace, Microsoft 365, Slack, Zoom, and related SaaS platforms.
• Maintain IT asset inventory and document solutions.

Skills

Troubleshooting

Clear communication

Documentation

Independent work

Customer service mindset

Tools

Help Scout

Google Workspace

Microsoft 365

Kandji

Microsoft Intune

Apple Business Manager

Slack

Zoom

Endpoint security tools

Job description

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

Key Responsibilities

• Provide responsive technical support to employees through 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, Zoom, and related SaaS platforms
• 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

Required 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

Tools and Technologies

The role utilizes tools and platforms including:

• 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

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

• 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
• Flexible spending accounts (FSA/DCA) and commuter benefits

Employment Policies and Notices

The organization maintains a policy not to hire individuals currently employed by its customers without explicit consent from their current employer.

The hiring organization is an Equal Opportunity Employer, considering applicants regardless of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other legally protected characteristic.

The hiring organization participates in E-Verify.