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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Helpdesk Specialist - **Company:** CallRail, Inc. - **Location:** Atlanta, GA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Macintosh Computers, Apple Mac Systems, Application Integration Architecture, Computing Platforms, User Authentication, Software as a Service, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Network Architecture, Wireless Security, Productivity Software, Single Sign-On, Virtual Local Area Networks, VPN Clients, Wireless Access Point, Computer Networking Systems, Okta, ServiceNow IT Service Management, Microsoft Power Automate, Large Language Models, Microsoft InTune, Information Technology, Network Support, Casper Suite, Gsuite, GPT, Cisco, User Accounts - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e76cd7b2138bb354 ## About the Role Do you have experience in macOS?, * Experience: Two or more years of relevant experience working in a fast-paced SaaS/AI organization. * Problem-Solving: Demonstrated experience solving reported end-user issues directly across both macOS and Windows operating systems. * Communication: Ability to provide instructions to users clearly and efficiently, with excellent writing and follow-up skills. * Analytical Thinking: Strong critical-thinking, analytical, and troubleshooting skills. * Tools: Comfortable working with modern IT support tools (RMM, MDM, IAM, and Ticketing Platforms) * Time Management: Excellent time management and multitasking skills in a dynamic environment., * Device Management: 2+ years of user device management experience across mixed environments (Windows and Apple Mac). * Mobile Device Management (MDM): 2+ years of experience deploying and administering MDM solutions (e.g., Jamf, Kandji, Meraki, or Intune). * Identity & Access Platform Expertise: Hands-on experience administering Okta (provisioning, MFA, policy enforcement) and Google Workspace (Gmail, Drive, Shared Drives, and Admin Console). * Networking: Familiarity with Cisco networking concepts, including wireless configurations, VLANs, and VPN client configuration. * AI Knowledge: Familiarity with the deployment, data security policies, and troubleshooting of modern LLMs/AI productivity tools (e.g., ChatGPT, Microsoft Copilot, Gemini, Claude). * IT Service Management (ITSM): 2+ years of experience in administering and improving IT Ticketing systems and processes. * Security Mindset: Solid understanding of physical, logical, internet, and wireless security practices, alongside a strong understanding of user authentication, permissions, and encryption. ## Description The IT Helpdesk is responsible for ensuring premier support for all employees' IT needs based on a predefined set of technologies and processes. The IT Helpdesk Specialist will primarily be responsible for responding to, resolving, or escalating end-user support issues across our modern SaaS and hybrid-hardware landscape. A strong customer service mindset is the key to succeeding in this role. This position will be the first point of contact for end-users to report any technical issues., * Strategy & Collaboration: Work closely with the IT Support Manager to implement an organizational-wide technology strategy. * Ticketing Systems: Maintain, update, and triage the organization's ticketing system to ensure strict SLA compliance. * Documentation: Update and maintain detailed and complete IT Support documentation (including internal self-service articles and IT SOPs). * Project Participation: Participate in the implementation and ongoing support for organization-wide IT projects, especially those involving end-user onboarding/offboarding automation, hardware lifecycle refreshes, and software enhancements. * Asset Management: Ensure an accurate inventory of user hardware (macOS & Windows) and SaaS software license allocations. * Identity & Access Management: Administer user accounts, group memberships, and single sign-on (SSO) integrations within Google Workspace and Okta. * Network Support: Assist with basic troubleshooting of local office network infrastructure (specifically Cisco access points, switches, and VPN connectivity) to ensure seamless office connectivity. * AI Integration Support: Assist users in navigating, troubleshooting, and adopting company-approved AI productivity tools and assistants. * Professionalism: Capability to follow instructions, take ownership of job responsibilities, balance and prioritize multiple user issues, and remain calm under pressure., * Healthcare (one option covered at 100% for employees), Dental & Vision Coverage * Competitive HSA with company matching * Paid parental leave * Flexible vacation policy * 401K options with company dollar-for-dollar match * Employee stock options available from day one * $2,000 annual educational allowance * Catered lunch every Tuesday * an in-office perk * MARTA transportation or office parking expenses covered * Employee charitable donation company match, up to $500 annually * Regular company outings and events * Hybrid work options with $500 office stipend to set up your home office * Designated bike storage This position is based out of our Atlanta office and will require that you come into the office on Tuesdays and Thursdays. ## Related Videos - [Coffee with Developers - Maria Apazoglou](https://www.wearedevelopers.com/videos/1209-coffee-with-developers-maria-apazoglou) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Speak, Code, Deploy: Transforming Developer Experience with Voice Commands](https://www.wearedevelopers.com/videos/1159-speak-code-deploy-transforming-developer-experience-with-voice-commands) ## Related Articles - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [13 AI Tools You Have to Try](https://www.wearedevelopers.com/magazine/219-13-ai-tools-you-have-to-try) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)