Service Desk Analyst

Altarum Institute; Novi (MI); Hybrid; USD 83,842,000 - 101,178,000; Full time

Benefits offered by this job

Medical, dental and optical plans

Paid time off and holidays

Tuition assistance

401K plan

Life, AD&D & Disability coverage

Flexible work environment

Job summary

Altarum Institute seeks a Service Desk Analyst in Novi, MI to support Windows and macOS users, printers, and mobile devices. The role includes on-site and remote support, ownership of issues, and ongoing training in Microsoft 365 apps.

You’ll work in a hybrid environment, with a strong emphasis on customer service, security baselines, and collaboration across Windows and Mac teams. ACSP certification is expected within six months of start date.

Qualifications

• 3+ years of Tier 1/2 desktop support in mixed Windows/macOS environments.
• Experience configuring, deploying and supporting MacBooks via MDM platforms (Jamf, Kandji, Intune).
• Strong troubleshooting on macOS and Windows 11; proficient in Entra ID, networking, encryption, antivirus, VPN, patch deployment.

Responsibilities

• Take part in the day-to-day operation and maintenance of Altarum's enterprise computing resources.
• Provide Tier 1/2 support for Windows PCs, MacBooks, and mobile devices, troubleshooting issues on both platforms.
• Resolve advanced device issues, own problems, and follow up on case status.
• Deploy, configure, and manage macOS devices via MDM (Intune), including Apple Business Manager enrollment.
• Maintain security baselines (FileVault/BitLocker), patching, antivirus, and compliance policies.
• Manage employee accounts and devices using Entra ID and Intune; integrate Macs with Entra ID for sign-in.
• Coordinate with Windows and Network teams for interoperability across systems.
• Lead beginner and intermediate training on Microsoft 365 apps for Windows and Mac.
• Create and maintain knowledge base articles for Windows and macOS support.
• Stay current on IT developments (Apple/Microsoft) and identify cost-saving improvements.
• Maintain a central info source to support outages with minimal disruption.
• Be on-call for off-hours issues and emergency response.
• Deliver high-quality customer service and communication.

Skills

Windows/macOS support

MDM management

Entra ID / Azure AD

Intune enrollment

Jira / Freshservice

Customer service

Troubleshooting

Tools

Jamf

Kandji

Intune

Job description

Altarum Institute

Service Desk Analyst

At Altarum, we’re driven by a simple but powerful mission: improving the health of individuals with fewer financial resources and populations underserved by the healthcare system. We partner with federal and state agencies to design and deliver solutions that make a real, measurable difference.

About the Role

You'll join Altarum's IT Service Desk team and play a key role in keeping our computing resources running smoothly while giving employees exceptional support. This hybrid role reports into our Novi, MI office.

Apple certification requirement: Candidates must be willing to obtain an Apple Certified Support Professional (ACSP) certification within six months of their start date.

Altarum runs a mixed Windows and macOS environment, and you'll support both platforms equally, along with printers, copiers, mobile devices, and other equipment. You'll provide in-person, on-site support in Novi and a considerable amount of remote support for our other offices and remote staff.

What You'll Do

• Take part in the day-to-day operation and maintenance of Altarum's enterprise computing resources.
• Provide Tier 1/2 support for Windows PCs, MacBooks, and mobile devices, troubleshooting hardware, operating system, application, and connectivity issues on both platforms.
• Resolve advanced or complicated device issues, take ownership of problems, and follow up on case status on time.
• Deploy, configure, and manage macOS devices through our mobile device management (MDM) platform, Intune, including zero-touch enrollment through Apple Business Manager, configuration profiles, app deployment, and macOS updates.
• Apply and maintain security baselines on Mac and Windows endpoints, including FileVault and BitLocker encryption, patching, antivirus, and compliance policies.
• Manage employee accounts and computers using Entra ID (formerly Azure AD) and Intune, including integrating Macs with Entra ID for sign-in and access.
• Coordinate with the Windows and Network teams to promote consistency and interoperability across Altarum's Windows and macOS systems.
• Lead beginner and intermediate training on Microsoft 365 applications for both Windows and Mac users.
• Create and maintain knowledge base articles and procedures for Windows and macOS support.
• Stay current on IT industry developments, including Apple and Microsoft platform changes, and recommend ways to improve speed and reduce costs.
• Maintain a central source of information that supports quick recovery from outages with minimal disruption to service levels.
• Be available on call and respond to emergency issues during off-hours.
• Deliver the highest level of customer service and communication.

What You'll Bring

• At least three years of Tier 1/2 desktop support experience in an environment with both Windows and macOS.
• Hands-on experience configuring, deploying, and supporting MacBooks using an MDM platform such as Jamf, Kandji, or Intune, including Apple Business Manager enrollment.
• Strong troubleshooting skills on current versions of macOS and Windows 11.
• Proficiency with Entra ID, networking, encryption (FileVault and BitLocker), antivirus, VPN, endpoint management, patch deployment, and software deployment.
• Experience with ticketing systems such as Jira, Autotask, Freshservice, or similar tools.
• Outstanding interpersonal and teamwork skills.
• Effective oral and written communication skills.
• Strong problem-solving abilities, with the ability to stay focused and composed while troubleshooting technical issues.

Preferred Qualifications

• Apple certification (Apple Certified Support Professional or Apple Device Support).
• Microsoft certification such as Microsoft 365 Endpoint Administrator Associate (MD-102).
• Experience running technology lifecycle and refresh processes, including migrating users from legacy to newer workstations on both platforms.
• Experience with application support in addition to infrastructure support.

Why Join Our Team?

Altarum creates and implements solutions to advance health among vulnerable and publicly insured populations. Our public sector clients include the U.S. Department of Defense, the Department of Health and Human Services, the Department of Agriculture, the Department of Veterans Affairs, the Occupational Safety and Health Administration, and various state agencies nationwide. We also serve clients in the philanthropic and private sectors. Our areas of expertise include health data and analytics; value-based care; public health systems design, development, and information exchange; behavioral health and substance use disorders; childhood and adolescent health; medical education; food and nutrition; consumer engagement; elder care; health disparities and equity; and military and veterans' health.

Where You'll Work

• Hybrid in Novi, MI with occasional in-person collaboration days
• If you’re near one of our offices (Arlington, VA; Silver Spring, MD; or Novi, MI), you’ll join us in person one day every other month (6 times per year) for a fun, purpose-driven Collaboration Day. These days are filled with creative energy, meaningful connection, and team brainstorming.
• Non-local employees will join these days virtually and may be asked to join us occasionally in-person.

Work Eligibility & Requirements

• Candidates must be currently eligible to work in the United States; sponsorship is not available.
• All work must be performed within the continental U.S. for the duration of employment, unless required by contract.
• Ability to work core hours aligned with Eastern Time, unless otherwise approved by your manager.
• Remote employees must maintain a dedicated, ergonomically appropriate workspace free from distractions, with reliable internet and a mobile device that supports efficient work.
• Travel Requirements: <10%

In addition to base salary compensation, Altarum Enterprise employees enjoy the following benefits:

• - Competitive Medical, Dental and Optical plans
• - Generous Paid Time Off, 8 Company observed holidays plus 3 floating holidays
• - Tuition Assistance
• - 401K Plan (3% employer contribution plus opportunity for gainsharing)
• - Life, AD&D & Disability coverage
• - A flexible work environment and more!

Altarum is a nonprofit organization focused on improving the health of individuals with fewer financial resources and populations disenfranchised by the health care system. We work primarily on behalf of federal and state governments to design and implement solutions that achieve measurable results. We combine our expertise in public health and health care delivery with technology development and implementation, practice transformation, training and technical assistance, quality improvement, data analytics, and applied research and evaluation. Our innovative solutions and proven processes lead to better value and health for all.

Altarum is an equal opportunity employer that provides employment and opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by applicable law.

$29.26 - $35.31 an hour

Equal employment opportunity, including veterans and individuals with disabilities.