Service Desk Analyst

Altarum Institute Service Desk Analyst At Altarum, we're driven by a simple but powerful mission: improving the health of individuals with fewer financial resources and populations underserved by the healthcare system. We partner with federal and state agencies to design and deliver solutions that make a real, measurable difference. ### About the Role You'll join Altarum's IT Service Desk team and play a key role in keeping our computing resources running smoothly while giving employees exceptional support. This hybrid role reports into our Novi, MI office. Apple certification requirement: Candidates must be willing to obtain an Apple Certified Support Professional (ACSP) certification within six months of their start date. Altarum runs a mixed Windows and macOS environment, and you'll support both platforms equally, along with printers, copiers, mobile devices, and other equipment. You'll provide in-person, on-site support in Novi and a considerable amount of remote support for our other offices and remote staff. ### What You'll Do - Take part in the day-to-day operation and maintenance of Altarum's enterprise computing resources. - Provide Tier 1/2 support for Windows PCs, MacBooks, and mobile devices, troubleshooting hardware, operating system, application, and connectivity issues on both platforms. - Resolve advanced or complicated device issues, take ownership of problems, and follow up on case status on time. - Deploy, configure, and manage macOS devices through our mobile device management (MDM) platform, Intune, including zero-touch enrollment through Apple Business Manager, configuration profiles, app deployment, and macOS updates. - Apply and maintain security baselines on Mac and Windows endpoints, including FileVault and BitLocker encryption, patching, antivirus, and compliance policies. - Manage employee accounts and computers using Entra ID (formerly Azure AD) and Intune, including integrating Macs with Entra ID for sign-in and access. - Coordinate with the Windows and Network teams to promote consistency and interoperability across Altarum's Windows and macOS systems. - Lead beginner and intermediate training on Microsoft 365 applications for both Windows and Mac users. - Create and maintain knowledge base articles and procedures for Windows and macOS support. - Stay current on IT industry developments, including Apple and Microsoft platform changes, and recommend ways to improve speed and reduce costs. - Maintain a central source of information that supports quick recovery from outages with minimal disruption to service levels. - Be available on call and respond to emergency issues during off-hours. - Deliver the highest level of customer service and communication. ### What You'll Bring - At least three years of Tier 1/2 desktop support experience in an environment with both Windows and macOS. - Hands-on experience configuring, deploying, and supporting MacBooks using an MDM platform such as Jamf, Kandji, or Intune, including Apple Business Manager enrollment. - Strong troubleshooting skills on current versions of macOS and Windows 11. - Proficiency with Entra ID, networking, encryption (FileVault and BitLocker), antivirus, VPN, endpoint management, patch deployment, and software deployment. - Experience with ticketing systems such as Jira, Autotask, Freshservice, or similar tools. - Outstanding interpersonal and teamwork skills. - Effective oral and written communication skills. - Strong problem-solving abilities, with the ability to stay focused and composed while troubleshooting technical issues. ### Preferred Qualifications Apple certification (Apple Certified Support Professional or Apple Device Suppo