Tier 2 Help Desk Technician

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. ABOUT THE ROLE: The Tier 2 Help Desk Technician serves as an advanced technical support resource and escalation point responsible for maintaining a high-quality end-user experience in a primarily Apple macOS environment. This role supports collaboration platforms such as Google Workspace and Slack, troubleshoots complex endpoint issues, assists with identity and access management workflows, and partners with infrastructure and security teams to resolve operational incidents. The technician also contributes to endpoint compliance, device management, and process standardization initiatives while mentoring Tier 1 staff and helping scale IT operations in a fast-paced, security-conscious organization. WHAT YOU'LL DO - Provide advanced onsite and remote technical support for end users in a primarily Apple macOS environment serving as an escalation point for Tier 1 support issues - Troubleshoot and resolve complex hardware, software, authentication, connectivity, and endpoint management issues affecting laptops and mobile devices - Support core productivity and collaboration platforms including Google Workspace, Slack, conferencing appli