Help Desk Specialist

The Help Desk Specialist serves as the front line of IT, supporting on-site and remote team members with technical troubleshooting, onboarding and offboarding, and endpoint readiness at Whisker in Auburn Hills, Michigan.

What You’ll Do

• Deliver front-line technical support and resolve issues in a timely manner for team members.
• Continuously expand technical knowledge and apply it to new challenges while maintaining exceptional service.
• Administer and support Windows and macOS endpoints, including updates, patching, and troubleshooting.
• Diagnose and resolve hardware and software issues across Mac and PC environments for on-site and remote users.
• Provide guidance and training on systems, tools, policies, and best practices.
• Perform basic administrative support such as password resets, account unlocking, and access management.
• Maintain system and process clarity by developing and updating documentation for systems, processes, and procedures.
• Log all interactions and work performed in the ticketing system, including communication details.
• Manage the lifecycle of corporate hardware and software assets to support visibility and compliance.
• Provision new workstations, laptops, peripherals, and accounts for employee onboarding.
• Administer Active Directory, including user access controls and organizational unit management.
• Manage IT asset inventory and software catalog, including tagging, tracking, periodic maintenance records, and recommendations for recycling and replenishment.
• Collaborate with multi-site IT teams to support and improve ITIL-based processes and service delivery.
• Partner with the Security team to maintain compliance standards and ensure system integrity.
• Suggest improvements to department processes and procedures.
• Support additional initiatives and responsibilities as needed.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• 3+ years of experience provisioning and supporting Windows and macOS endpoints.
• 3+ years of experience administering a Google Workspace Enterprise environment.
• CompTIA A+ certification or equivalent.
• Strong written and verbal communication skills with a collaborative and inquisitive approach.
• Proven problem-solving skills, including persistence and follow-through in complex situations.
• Ability to remain calm and focused under pressure while maintaining a positive attitude.
• Self-motivated, with a high level of initiative and capability to inspire and support others.
• Customer-focused mindset with a friendly, service-oriented approach.
• Ability to build and maintain effective working relationships across teams.
• Ability to maintain confidentiality of proprietary information.
• Capability to maintain professionalism in a fast-paced environment with frequent interactions and interruptions.
• Ability to establish and maintain cooperative working relationships with Team Members and colleagues.
• Comfortable working in a pet-friendly office environment (cats and dogs).

Technology Stack

• Windows, macOS, Windows Server
• Active Directory
• Google Workspace Enterprise
• CompTIA A+
• Virtualization
• Backup solutions
• AWS, Azure, GCP, Oracle
• Kandji, Intune, NinjaOne, Iru
• OSI model
• Meraki, Palo Alto
• HP
• ITIL
• Ticketing system

Nice to Have

• Experience supporting Windows Server environments.
• Experience with virtualization platforms, backup solutions, and network security practices.
• Experience managing cloud environments (AWS, Azure, GCP, Oracle, etc.).
• Experience using endpoint and fleet management tools such as Kandji, Intune, NinjaOne, or Iru.
• Working knowledge of networking concepts and equipment, including OSI model principles and platforms such as Meraki, Palo Alto, and HP.
• Apple Device Support Certification or equivalent experience supporting macOS environments.

Benefits

• Premium Medical/Dental/Vision insurance
• Paid parental leave
• Whisker Parents Program
• 1 day “pawternity” leave for new pet adoption
• Pet Insurance Discount
• 401K match
• Flexible spending accounts
• Company-paid short-term disability and life insurance
• Employee Assistance Program (EAP)
• Generous paid time off
• 14 Paid Holidays
• Top of the line equipment
• Pet-friendly office
• Whisker products and swag
• Continuing education Support
• On-site gym with Peloton
• Referral program

Inclusivity Statement

Whisker believes different perspectives make the company better and aims to create a workplace where everyone has equal opportunities to thrive.