Tier 2 Help Desk Technician

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. ABOUT THE ROLE: The Tier 2 Help Desk Technician serves as an advanced technical support resource and escalation point responsible for maintaining a high-quality end-user experience in a primarily Apple macOS environment. This role supports collaboration platforms such as Google Workspace and Slack, troubleshoots complex endpoint issues, assists with identity and access management workflows, and partners with infrastructure and security teams to resolve operational incidents. The technician also contributes to endpoint compliance, device management, and process standardization initiatives while mentoring Tier 1 staff and helping scale IT operations in a fast-paced, security-conscious organization. WHAT YOU'LL DO - Provide advanced onsite and remote technical support for end users in a primarily Apple macOS environment serving as an escalation point for Tier 1 support issues - Troubleshoot and resolve complex hardware, software, authentication, connectivity, and endpoint management issues affecting laptops and mobile devices - Support core productivity and collaboration platforms including Google Workspace, Slack, conferencing applications and related SaaS applications - Oversee advanced onboarding and offboarding activities including device provisioning, access troubleshooting, escalation support for account lifecycle issues and new hire orientation - Support endpoint management initiatives including device enrollment, policy enforcement, software deployment, patch validation and remediation activities through MDM platforms such as Kandji - Assist with troubleshooting identity and access management issues including MFA, SSO and account provisioning workflows - Participate in incident response and coordinate with infrastructure, security and systems administration teams to resolve escalated technical incidents - Document troubleshooting procedures and operational runbooks within the ITSM platform and knowledge base - Contribute to endpoint compliance efforts including patch management, user access reviews and security baseline adherence - Support basic network troubleshooting including Wi-Fi, DNS, switching, VPN and office connectivity issues - Manage IT inventory, equipment lifecycle tracking, and consumable stock levels while assisting with vendor coordination and hardware repair logistics - Identify recurring issues and recommend automation, process improvements and standardization opportunities to improve service quality and operational efficiency - Mentor Tier 1 technicians and assist with escalation handling, knowledge transfer and operational guidance REQUIRED SKILLS & EXPERIENCE - 4+ years of experience in IT support, endpoint administration, or helpdesk operations in a macOS-focused environment - Strong expertise troubleshooting Apple macOS systems, hardware, peripherals and enterprise collaboration tools - Experience in Google Workspace administration and advanced end-user troubleshooting - Familiarity with MDM and endpoint management platforms such as Kandji, JumpCloud, Intune or similar solutions - Exposure to endpoint security tooling including EDR, DLP and compliance enforcement technologies - Understanding of identity and access management concepts including MFA, SSO, RBAC, and account lifecycle management - Experience troubleshooting conferencing and AV systems including Zoom Rooms, Google Meet, microphones, displays and room control systems - Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN and wireless networking troubleshooting - Experience using ITSM or ticketing platforms - Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues across multiple systems - Excellent customer service, communic