{"id":3495576,"url":"https://alion.io/job/optro-helpdesk-analyst-ii-remote-usa","title":"Helpdesk Analyst II (Remote, USA)","company":{"id":4295,"name":"Optro","domain":"optro.ai","url":"https://alion.io/company/optro","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":57600,"max":86400,"currency":"USD","period":"year","gross":null,"usd_annual":86400},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Notion","optional":false},{"name":"Service Desk","optional":false},{"name":"Slack","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-29T21:19:02Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-30T05:18:43Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Who We Are\nHaving surpassed $300M ARR and continuing to grow, Optro helps enterprises transform risk into opportunity through its AI-powered GRC Intelligence Platform. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.com and Gartner Peer Insights.\nAt Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte!\nAbout the role\nAs our Level 2 Help Desk Analyst, you’ll be a go-to technical expert on the Service Desk team. You’ll own complex incidents from start to finish, tackle the toughest troubleshooting challenges, and help shape how we work by improving processes, building documentation, and making our Service Desk more effective for everyone.\nThis is a hands-on role. In addition to resolving complex issues in a enterprise environment, you’ll help raise the overall maturity of the Service Desk organization. The ideal candidate brings strong problem solving expertise, sound judgment, a high level of ownership, and the ability to improve both service delivery and team capability through direct participation.\nWhy you’ll love this role\nBe a technical voice on a respected, remote team supporting a remote first, fast-growing global company.\n\nWork with a modern stack including Atlassian Cloud, Microsoft 365, Google Workspace, Slack, Notion, Claude, and Zoom, etc.\n\nPartner with People Team and support employee onboarding, offboarding, and identity lifecycle processes.\n\nSolve the hard problems, then make sure they don’t come back.\n\nHave real impact over how the Service Desk operates, from tooling and automation to documentation and process.\n\nWhat you’ll do\nOwn and resolve complex incidents\n\nTakes ownership of complex, high-impact, and recurring incidents through to resolution.\n\nPerform advanced troubleshooting across macOS, Windows, iOS, and Android devices, as well as SaaS applications, identity and access, networking, and collaboration tools.\n\nProvide high-touch support to executives and VIP users with professionalism and discretion.\n\nRaise the maturity of the Service Desk\n\nOwn the quality and structure of the knowledge base, creating and maintaining articles, runbooks, and troubleshooting guides for analysts and end users.\n\nPartner with Security, Engineering, and business teams to resolve issues and improve service delivery.\n\nMaintain accurate inventory records and support hardware provisioning, recovery, and refresh programs.\n\nEvaluate new tools and features and contribute to IT projects such as platform rollouts, device refreshes, and process redesigns.\n\nWhat you’ll bring\n5+ years of experience in service desk, desktop support, or systems support, including 2+ years in a senior or escalation-level role.\n\nExpert-level proficiency supporting both macOS and Windows, plus iOS and Android mobile devices.\n\nDeep hands-on experience administering Google Workspace and/or Microsoft 365, and identity platforms such as Microsoft Entra ID, including SSO, MFA, and access provisioning.\n\nExperience with mobile device management (MDM) tools such as Iru, Microsoft Intune.\n\nSolid understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi) and how they affect the end-user experience.\n\nSound judgment and a strong sense of ownership: you see issues through, prioritize by business impact, and know when to pull others in.\n\nClear, friendly communication skills with technical and non-technical audiences across cultures and time zones.\n\nAbility to work a hybrid/remote schedule, participate in an off hour on-call rotation, and travel occasionally to support events.\n\nNice to have\nCertifications such as CompTIA Network+/Security+, Microsoft 365 Certified: Administrator, Google Workspace Administrator, Apple Certified Support Professional, or ITIL 4 Foundation.\n\nA degree in Information Technology or a related field, or equivalent practical experience.\n\n*perks may vary based on eligibility/location\nOur Company Values\nCustomer obsession: It starts and ends here. Consistently ask yourself how what you’re doing creates value for our customers. It’s a mindset.\n\nGritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes.\n\nDrive innovation: Create the future. Continuously improve what exists and invent what’s next.\n\nWin, together: One team. No silos, no egos. Drive to be the best and support each other’s success.\n\nGrowth mindset: 10x, not 10%. Think in orders of magnitude, not increments. Seek feedback, learn, and improve.\n\nPlease note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.\nWe love building strong partnerships, but please note that Optro cannot accept unsolicited resumes from agencies. 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