Senior Helpdesk Analyst II (Remote) — VIP Escalations

Swooped; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Swooped is seeking a Helpdesk Analyst II to act as a key escalation resource on the Service Desk. This remote, full-time role handles complex incidents from intake to resolution and improves service delivery through automation and documentation.

The candidate will troubleshoot macOS, Windows, iOS, Android, and SaaS apps, support executives, and collaborate with Security, Engineering, and People teams to drive platform improvements.

Qualifications

• 5+ years in service desk, desktop, or systems support.
• 2+ years in a senior or escalation-level role.
• Expert macOS and Windows support with iOS and Android devices.
• Experience administering Google Workspace and Microsoft 365, plus Entra ID (SSO/MFA).

Responsibilities

• Take ownership of complex, high-impact incidents through resolution.
• Troubleshoot across macOS, Windows, iOS, Android, SaaS apps, networking, and collaboration tools.
• Provide high-touch support to executive and VIP users with professionalism.
• Support onboarding/offboarding and identity lifecycle with People team.
• Collaborate with Security, Engineering, and business teams to resolve issues.
• Maintain IT knowledge base with runbooks and guides.
• Maintain hardware inventory and provisioning/refresh programs.
• Evaluate new tools and contribute to platform rollouts and process redesigns.

Skills

MacOS

Windows

iOS

Android

Google Workspace

Microsoft 365

Entra ID

SSO MFA

MDM Intune

Networking basics

Executive support

Education

IT degree or equivalent

Tools

Intune

Google Admin Console

Microsoft 365 Admin Center

Job description

Swooped is seeking a Helpdesk Analyst II to act as a key escalation resource on the Service Desk. This remote, full-time role handles complex incidents from intake to resolution and improves service delivery through automation and documentation.

The candidate will troubleshoot macOS, Windows, iOS, Android, and SaaS apps, support executives, and collaborate with Security, Engineering, and People teams to drive platform improvements.