Service Desk/System Administrator

What this role actually is This is a hands-on operational role. Your customers are our employees. The work is a mix of live support, access administration, endpoint and MDM management, onboarding and offboarding, equipment logistics, and documentation, plus improving those processes so the same problems stop coming back. You will own requests end-to-end rather than passing them along, work directly with non-technical colleagues, and handle several things at once on a busy day. Routine service work is a permanent part of the job, not a temporary phase before something else. Key Responsibilities Own employee IT requests end-to-end: prioritize by impact and urgency, keep people informed, resolve, document, and prevent recurrence. Administer user accounts, permissions, and access across Google Workspace, Atlassian, GitHub, and AWS, applying least privilege. Run IT onboarding and offboarding: accounts provisioned on day one, access revoked promptly on exit, devices recovered. Prepare, configure, and maintain macOS and Windows workstations through MDM: policies, software deployment, patching, encryption, and recovery. Own IT equipment procurement, delivery, returns, and inventory accuracy for employees across supported locations, including international shipping and vendor coordination. Troubleshoot hardware, software, network, and SaaS issues methodically: reproduce, isolate, verify. Maintain IT documentation, knowledge-base articles, and asset records so support does not depend on one person being online. Reduce repetitive work through practical scripting and automation, and improve support processes without weakening security controls. Enforce IT security and access policies; recognize and escalate suspicious activity and access gaps. Requirements 3+ years of hands-on experience in IT support, Service Desk, or system administration, with personal ownership of the areas above (not adjacent exposure while other teams handled them). Practical experience supporting macOS in a production employee environment. Hands-on MDM administration (Jamf, Kandji, Intune, JumpCloud, Hexnode, or similar): enrollment, policies, software deployment, compliance. Administration of Google Workspace, plus at least two of: Atlassian, GitHub access management, or cloud IAM (AWS / GCP / Azure). Demonstrated ownership of access lifecycle - joiners, movers, leavers - including approval flows and least-privilege practice. Experience with equipment provisioning, inventory, and remote/international delivery. Solid understanding of network fundamentals (DNS, DHCP, VPN, TCP/IP) and endpoint security basics (encryption, EDR, MFA/SSO). Experience working in a ticketing system with SLAs, and maintaining written documentation. Ability to handle a high volume of concurrent requests, interruptions, and difficult support situations while communicating calmly and clearly. At least one concrete example of automating or redesigning a repetitive support process, where you can explain your own c