Service Desk Analyst

Altarum

. Take part in the day-to-day operation and maintenance of Altarum's enterprise computing resources .

Posted 10/14/2026full-timeUnited StatesMid-LevelSenior💰 $29 - $35 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Tier 1/2 desktop support for both Windows and macOS environments, with a strong focus on troubleshooting, device management, and customer service. Proficient in deploying and configuring macOS devices using MDM platforms and maintaining security baselines across endpoints.

Highest-signal resume keywords

Tier 1/2 Desktop Support ExperienceMacOS Device ManagementEntra ID ProficiencyTroubleshooting SkillsCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows SupportMacOS SupportDevice TroubleshootingMDM ConfigurationEncryption (FileVault and BitLocker)Endpoint ManagementPatch DeploymentSoftware DeploymentNetworkingTicketing Systems

Soft Skills

Interpersonal SkillsTeamworkOral CommunicationWritten CommunicationProblem-Solving Abilities

Tools & Technologies

IntuneApple Business ManagerJiraAutotaskFreshservice

Industry Keywords

Enterprise Computing ResourcesCustomer ServiceCompliance PoliciesRemote WorkTechnical Support

Tech Stack

Tools & technologies

JamfMacOS

About the role

Key responsibilities & impact

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
Troubleshoot hardware, operating system, application, and connectivity issues on Windows and macOS
Resolve advanced or complicated device issues, take ownership of problems, and follow up on case status
Deploy, configure, and manage macOS devices through 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 and Intune, including integrating Macs with Entra ID for sign-in and access
Coordinate with Windows and Network teams to promote consistency and interoperability
Lead beginner and intermediate training on Microsoft 365 applications for Windows and Mac users
Create and maintain knowledge base articles and procedures for Windows and macOS support
Stay current on Apple and Microsoft platform changes and recommend improvements to speed and costs
Maintain a central source of information supporting quick recovery from outages
Be available on call and respond to emergency issues during off-hours
Deliver the highest level of customer service and communication

Requirements

What you’ll need

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
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%

Benefits

Comp & perks

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
Collaboration Days with in-person or virtual participation
Apple Certified Support Professional (ACSP) certification opportunity within six months of start date