Senior Help Desk Administrator

Job Description / Skills Required

We are looking for a Senior Desktop Support Analyst to support our staff at CloudPassage in San Francisco. In this role, you will provide remote and local IT and desktop support by troubleshooting, diagnosing, installing and configuring a variety of hardware and software, as well as provisioning user access.

Must be a go-getter who thrives on working in a fast-paced and dynamic cloud-centric startup environment.

As a Senior Desktop Support Analyst, you exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. You will maintain in-depth knowledge of all desktop systems, applications, and technologies. The ideal candidate will have 3-5+ years of experience with Mac and desktop support in a mid to large size Enterprise.


Hardware provisioning, imaging, troubleshooting, and software installation for laptops (Mac & Windows) and corporate owned/BYOD mobile devices (iOS/Android) along with standard peripherals.
User and administration of operating systems including Mac OSX/iOS and Windows
Networking support and troubleshooting of a local and remote corporate user environment.
Troubleshooting a variety of client, mobile and cloud applications (Office 365, Google Apps, Browsers, SaaS solutions, etc.).
Access management and account provisioning.
Solve IT incidents by applying known documented solutions and processes, taking work items through to completion with minimal direct supervision.
Manage a queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution
Excellent communication skills. Use appropriate channels such as conference calls, email, instant messaging.

Required Skills:

BA/BS Degree (or equivalent experience).
2-4 years of experience in a Mac and desktop support function at a medium to large enterprise.
5+ years experience supporting and troubleshooting MacOS/iOS.
2+ years experience supporting troubleshooting Windows.
2+ years experience supporting Android.
Experience with enterprise deployment tools such as JAMF or MDM solutions is a must.
Current knowledge of hardware/software and general technology trends.
Excellent project management skills with the ability to juggle multiple projects/tasks across various user groups.
Strong documentation skills.
Strong team player with service-oriented attitude and customer focus
Strong research and problem-solving abilities are required

Desired Skills:

Polycom and Video Conferencing solutions experience.
Administrative experience in a cloud-based SaaS tools such as the Google App Suite, JIRA, RingCentral, CrashPlan, etc.
Knowledge of Cisco network and security devices. Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor)
Security knowledge and experience are a big plus

About CloudPassage:

At CloudPassage, we are all about making cloud computing more secure and agile for leading global enterprise companies by resolving the number one inhibitor to cloud adoption: security. This challenge requires smart, passionate, and creative people.

We invented agile security for modern infrastructure. Our platform protects the most critical business assets. Staying in front of the cloud security landscape is a huge challenge that requires expertise, creativity, hard work and intense collaboration.

Leading enterprises like Citrix,, and Adobe use CloudPassage to enhance their security and compliance posture while remaining agile. Headquartered in San Francisco, CA, CloudPassage is backed by Benchmark Capital, Lightspeed Venture Partners, Meritech Capital Partners, Tenaya Capital, Shasta Ventures, Musea Ventures and other leading investors.

Top Reasons to Work with Us:

CloudPassage is a growing, well-funded company that is making a difference
At the bleeding edge of security and technology
There are a lot of smart people to work with!
Great pay, benefits, and stock options
Rapid career advancement (plenty of opportunities to take on additional responsibility with a fast-growing company!)
Opportunity to work with some of the biggest names for customers
Opportunity to make an impact on customer's security issues
Opportunity to work with “the best security tool” in the industry
We get stuff done!