Sr Desktop Support Analyst

Job description

**About Backblaze** Backblaze is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from the restrictive, overpriced legacy solutions that hold them back and blaze forward with the full power of the open cloud in their hands. Founded in 2007, we scaled the business with less than $3 million in outside funding until 2021, when we did a traditional IPO on the Nasdaq stock exchange. Today, Backblaze generates over $125m in revenue and is the leading specialized storage cloud, managing over three billion gigabytes of data storage for 500K+ customers in 175+ countries, including businesses, developers, IT professionals, and individuals. But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We are seeking a Sr Desktop Support Analyst to join our team! **What You’ll Do:** **Desktop & End-User Support** - Provide Tier 2/Tier 3 technical support for employees across macOS and Windows environments. - Diagnose and resolve complex hardware, operating system, application, network connectivity, authentication, and peripheral issues. - Serve as an escalation point for difficult or high-impact support incidents. - Support employees through the complete technology lifecycle, including onboarding, role changes, hardware replacements, and offboarding. - Configure, deploy, troubleshoot, and maintain laptops, desktops, mobile devices, peripherals, and related workplace technology. - Provide remote support to employees across geographically distributed locations. - Maintain a high level of professionalism and customer service while communicating technical information to both technical and non-technical users. **Endpoint Management** - Administer and support Jamf for macOS device management, including enrollment, policies, profiles, software deployment, patching, and troubleshooting. - Administer and support Microsoft Intune for Windows and mobile device management. - Maintain endpoint configuration, compliance, security, and software deployment standards. - Troubleshoot device enrollment, configuration profile, application deployment, encryption, and compliance issues. - Assist with endpoint lifecycle management, inventory, refresh planning, and asset tracking. - Identify opportunities to automate repetitive endpoint management and support activities. **Identity & Access Management** - Administer and support Okta for identity and access management. - Troubleshoot SSO, MFA, authentication, application assignment, and account provisioning issues. - Support user provisioning, deprovisioning, group management, and access changes. - Assist with maintaining role-based access and least-privilege practices. - Work with Security and other technical teams to investigate authentication and access-related incidents. **IT Service Management** - Use Jira Service Management (JSM) to manage incidents, service requests, problems, and related IT workflows. - Maintain accurate, detailed, and timely documentation within support tickets. - Prioritize and manage tickets based on business impact, urgency, and established service-level expectations. - Identify recurring issues and recommend permanent solutions or process improvements. - Help develop and improve JSM workflows, queues, request types, knowledge articles, automation, and reporting. - Monitor support trends and contribute to improvements in service quality and employee experience. **SaaS & Collaboration Platforms** - Administer, support, and troubleshoot core workplace applications, including: - Google Workspace – Gmail, Drive, Calendar, Meet, Groups, and related administrative functions. - Slack – user administration, workspace support, application integrations, and troubleshooting. - Okta – authentication, SSO, MFA, application access, and lifecycle management. - Other enterprise SaaS applications used throughout the organization. **Security & Compliance** - Follow established security standards when configuring and supporting endpoints and user accounts. - Ensure endpoints meet organizational requirements for encryption, patching, antivirus/EDR, device management, and other security controls. - Assist Security teams with endpoint investigations, remediation, and access-related incidents. - Recognize potential security incidents and escalate them according to established procedures. - Protect confidential company and employee information while performing administrative duties. **Documentation & Continuous Improvement** - Create and maintain technical documentation, troubleshooting procedures, knowledge-base articles, and standard operating procedures. - Identify recurring support problems and develop scalable solutions. - Recommend automation and process improvements that reduce manual work and improve the employee experience. - Participate in IT projects, application rollouts, migrations, endpoint initiatives, and other technology improvements. - Mentor and provide technical guidance to junior members of the support team. - Share knowledge and promote consistent troubleshooting and support practices across the team. **AI Enablement & Integration** - Enable employees to effectively and responsibly leverage AI tools in their day-to-day work, helping identify and implement AI-assisted workflows that improve productivity and efficiency. - Support and administer AI-related infrastructure and integrations, including MCP servers, API gateways, APIs, authentication, and enterprise application integrations. - Partner with Security, Engineering, and business teams to ensure AI tools and integrations follow appropriate security, access-control, privacy, and data-governance standards. - Identify opportunities to leverage AI and automation within IT operations, including support, knowledge management, troubleshooting, and repetitive administrative workflows. **The Right Fit:** - 7+ years of professional IT experience, with significant experience in desktop support, help desk, endpoint engineering, systems administration, or a similar technical support role. - 5+ years of hands-on experience with Jira Service Management. - 5+ years of hands-on experience with Jamf/Jamf Pro. - 5+ years of hands-on experience with Microsoft Intune. - 5+ years of experience administering or supporting Slack in an enterprise environment. - 5+ years of experience administering or supporting Google Workspace. - Advanced troubleshooting experience with macOS and Windows. - Strong understanding of endpoint management, MDM concepts, software deployment, patch management, and device security. - Strong understanding of identity and access management concepts, including SSO, MFA, user provisioning, and role/group-based access. - Experience troubleshooting networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and common connectivity issues. - Experience supporting remote and geographically distributed employees. - Strong written and verbal communication skills. - Ability to explain technical concepts clearly to non-technical employees. - Demonstrated ability to independently investigate and resolve complex technical issues. - Strong organizational skills with the ability to prioritize multiple incidents, requests, and projects. **Bonus Points For:** - Experience working in a cloud-first or SaaS-focused organization. - Experience supporting predominantly macOS environments. - Experience with Apple Business Manager and automated device enrollment. - Experience with endpoint security, EDR, vulnerability management, or compliance tools. - Experience with IT asset management and hardware lifecycle processes. - Experience developing automation using APIs, scripting, or workflow automation tools. - Working knowledge of Bash, PowerShell, Python, or similar scripting technologies. - Experience integrating SaaS applications with Okta and troubleshooting SAML/OIDC authentication. - Relevant technical certifications such as Jamf, Microsoft, Okta, CompTIA, Apple, or ITIL certifications. **Backblaze Perks**: - Healthcare for family, including dental and vision - Competitive compensation and 401K - RSU grants for full-time employees - ESPP program - Flexible vacation policy - Maternity & paternity leave - MacBook Pro to use for work, plus a generous stipend to personalize your workstation - Childcare bonus (human children only) - Fertility treatment and support - Learning & development program - Commuter benefits - Culture that supports a healthy work-life balance