Service Desk Analyst

AtAltarum, 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 Windows.
• Strong troubleshooting skills on current versions of 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 Support).
• Hands-on experience configuring, deploying, and supporting MacBooks using an MDM platform such as Jamf, Kandji, or Intune, including Apple Business Manager enrollment.
• Microsoft certification such as Microsoft 365 Endpoint Administrator Associate (MD-102).
• Experience running technology lifecycle and refresh processes, including migrating users from legacy to newer workstations on both platforms.
• Experience with application support in addition to infrastructure support.

Why Join Our Team?

Altarum creates and implements solutions to advance health among vulnerable and publicly insured populations. Our public sector clients include the U.S. Department of Defense, the Department of Health and Human Services, the Department of Agriculture, the Department of Veterans Affairs, the Occupational Safety and Health Administration, and various state agencies nationwide. We also serve clients in the philanthropic and private sectors. Our areas of expertise include health data and analytics; value-based care; public health systems design, development, and information exchange; behavioral health and substance use disorders; childhood and adolescent health; medical education; food and nutrition; consumer engagement; elder care; health disparities and equity; and military and veterans' health.

Where You'll Work

• Hybrid in Novi, MI with occasional in-person collaboration days
• If you’re near one of our offices (Arlington, VA; Silver Spring, MD; or Novi, MI), you’ll join us in person one day every other month (6 times per year) for a fun, purpose-driven Collaboration Day. These days are filled with creative energy, meaningful connection, and team brainstorming.
• Non-local employees will join these days virtually and may be asked to join us occasionally in-person.

Work Eligibility & Requirements

• Candidates must be currently eligible to work in the United States; sponsorship is not available.
• All work must be performed within the continental U.S. for the duration of employment, unless required by contract.
• Ability to work core hours aligned with Eastern Time, unless otherwise approved by your manager.
• Remote employees must maintain a dedicated, ergonomically appropriate workspace free from distractions, with reliable internet and a mobile device that supports efficient work.
• Travel Requirements: <10>