Senior Help Desk Analyst — Remote, Escalations & IT Support

Optro

Oregon

Hybrid

USD 60,000 - 90,000

Full time

6 days ago

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Benefits offered by this job

Launch a career at one of the fastest‑

Comprehensive employee health coverage

401(k) with company match

Competitive compensation & bonus

Flexible vacation (exempt)

Birthday/volunteering time off

Employee resource groups

Parental Leave

Job summary

Optro is seeking a Level 2 Help Desk Analyst to own complex incidents in a remote-first, globally distributed team. You will troubleshoot across macOS, Windows, iOS, Android, and SaaS apps, while improving processes and building documentation to empower the Service Desk.

The role supports executives with high-touch, discreet assistance and participates in platform rollouts and device refreshes. The ideal candidate has 5+ years in service desk or desktop support, deep knowledge of Google

Qualifications

5+ years of experience in service desk or desktop support.
Proficient with macOS/Windows and mobile OSs.
Experience administering Google Workspace and/or Microsoft 365.
MDM tools such as Intune.
Solid networking fundamentals (DNS, DHCP, VPN, Wi‑Fi).
Clear, professional communication across cultures and time zones.

Responsibilities

Own and resolve complex incidents from start to finish.
Perform advanced troubleshooting across macOS, Windows, iOS, and Android devices and SaaS apps.
Provide high-touch support to executives and VIP users.
Raise the maturity of the Service Desk through documentation and processes.
Maintain knowledge base content and runbooks for analysts and end users.
Partner with Security, Engineering, and business teams to improve service delivery.
Maintain inventory records and hardware provisioning/recovery.
Evaluate new tools and contribute to platform rollouts and process redesigns.