Helpdesk Analyst II

🕒 October 29

🇺🇸 United States – Remote

💵 $57.6k - $86.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 14 days.
• Jobs at this company usually fill in 21 days.

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Optro

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

☁️ SaaS

📋 Compliance

🤖 Artificial Intelligence

SaaS • Compliance • Artificial Intelligence

Optro is an enterprise software company (formerly AuditBoard) that provides an AI-powered Governance, Risk, and Compliance (GRC) platform for large organizations. Its cloud-based system connects audits, controls, risk assessments, third-party risk, and compliance frameworks into a unified operational model that continuously monitors evidence, surfaces control failures, and automates assurance workflows. Optro targets enterprises and regulated organizations seeking to scale risk programs, improve visibility and compliance, and leverage domain-trained AI to move from reactive oversight to proactive risk management.

📋 Description

• Own and resolve complex, high-impact, and recurring incidents through resolution • Perform advanced troubleshooting across macOS, Windows, iOS, and Android devices • Troubleshoot SaaS applications, identity and access, networking, and collaboration tools • Provide high-touch support to executives and VIP users • Create and maintain knowledge-base articles, runbooks, and troubleshooting guides • Partner with Security, Engineering, People Team, and business teams to resolve issues and improve service delivery • Support employee onboarding, offboarding, and identity lifecycle processes • Maintain accurate inventory records • Support hardware provisioning, recovery, and refresh programs • Evaluate new tools and features • Contribute to platform rollouts, device refreshes, process redesign, tooling, automation, documentation, and process improvements

🎯 Requirements

• 5+ years of experience in service desk, desktop support, or systems support • 2+ years in a senior or escalation-level role • Expert-level proficiency supporting macOS and Windows, plus iOS and Android mobile devices • Deep hands-on experience administering Google Workspace and/or Microsoft 365 • Experience with Microsoft Entra ID, including SSO, MFA, and access provisioning • Experience with MDM tools such as Iru and Microsoft Intune • Solid understanding of DNS, DHCP, VPN, and Wi-Fi networking fundamentals • Ability to prioritize by business impact and escalate issues appropriately • Clear communication with technical and non-technical audiences across cultures and time zones • Ability to work a hybrid/remote schedule • Ability to participate in an off-hour on-call rotation • Ability to travel occasionally to support events • Background check required • Nice to have: certifications such as CompTIA Network+/Security+, Microsoft 365 Certified: Administrator, Google Workspace Administrator, Apple Certified Support Professional, or ITIL 4 Foundation • Nice to have: degree in Information Technology or a related field, or equivalent practical experience

🏖️ Benefits

• Performance-based bonus with a 10% annual performance bonus target • Remote work on a remote-first team • Modern technology stack including Atlassian Cloud, Microsoft 365, Google Workspace, Slack, Notion, Claude, and Zoom • Occasional travel support for events • Perks may vary based on eligibility/location

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