Help Desk Specialist

Help Desk Specialist

Whisker is redefining what it means to live with cats—designing intelligent systems that remove friction, elevate the everyday, and celebrate the quiet brilliance of feline companionship. Today, Litter-Robot leads the category. Tomorrow, an entire ecosystem that expands what's possible for cats and the people who love them. We believe the future is feline. And we're imagining that future today.

This position in onsite 5 days a week, with our team based in Auburn Hills, Michigan, and Juneau, Wisconsin. Our team of 700+ passionate pet people thrives on collaboration, innovation, and the occasional office cameo from a four-legged friend.

The Help Desk Specialist is the face of IT at Whisker. This position interacts with every individual in the company - from Marketers to remote Customer Experience Agents to the CEO - and must provide a great experience during every interaction. They are typically the first person every new-hire interacts with during onboarding - setting the tone for the days to come. This position is responsible for configuring hardware and software, onboarding and offboarding, troubleshooting technical issues, and ensuring every person at Whisker is able to operate at their fullest.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• Continuously expands technical knowledge, tackles new challenges, and delivers exceptional service to all team members
• Administers and supports Windows and macOS endpoints, including updates, patching, and troubleshooting
• Provides timely front-line technical support and issue resolution
• Partners with the Security team to maintain compliance standards and ensure system integrity
• Manages Active Directory, including user access controls and organizational units
• Oversees and optimizes the full lifecycle of corporate hardware and software assets to ensure visibility and compliance
• Provisions new workstations, laptops, peripherals, and accounts for employee onboarding
• Collaborates with multi-site IT teams to support and strengthen ITIL-based processes and service delivery
• Develops and maintains clear documentation for systems, processes, and procedures
• Logs all interactions, communication, and work performed in our ticketing system
• Diagnoses and resolves hardware and software issues across Mac and PC environments for both on-site and remote team members
• Provides guidance and training to team members on systems, tools, policies, and best practices
• Performs basic administrative tasks including password resets, account unlocking, and access management
• Manages IT Asset inventory and software catalog, including tagging, tracking, recording periodic maintenance, and makes suggestions for recycling and replenishment
• Suggests improvements to processes and procedures in the department
• Supports additional initiatives and responsibilities as needed

Requirements:

What You'll Bring:

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience
• 3+ years of experience provisioning and supporting Windows and Mac endpoints
• 3+ years of experience administering Google Workspace Enterprise environment
• CompTIA A+ or equivalent certification
• Strong written and verbal communication skills, with a collaborative and inquisitive approach
• Proven problem-solving skills with persistence and follow-through in complex situations
• Ability to remain calm and focused under pressure while maintaining a positive attitude
• Self-motivated with a high level of initiative and the ability to inspire and support others
• Customer-focused mindset with a friendly, service-oriented approach
• Ability to build and maintain effective working relationships across teams
• Maintains confidentiality of proprietary information
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• A high degree of initiative, self-motivation, and ability to motivate others
• Ability to establish and maintain cooperative working relationships with Team Members and colleagues
• Comfortable working in a pet-friendly office environment (cats and dogs)

Not Required but Nice to Have!

• Experience supporting Windows Server environments
• Experience with virtualization platforms, backup solutions, and network security practices
• Experience managing cloud environments (AWS, Azure, GCP, Oracle, etc.)
• Experience with endpoint and fleet management tools (e.g., Kandji, Intune, NinjaOne, Iru)
• Working knowledge of networking concepts and equipment, including OSI model principles and platforms such as Meraki, Palo Alto, and HP
• Apple Device Support Certification or equivalent experience supporting macOS environments

Benefits & Purrks:

Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the "why", and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow's pet products—plus a whole lot of extras. You will also be provided with:

• Premium Medical/Dental/Vision insurance
• Paid parental leave
• Whisker Parents Program
• 1 day "pawternity" leave for new pet adoption
• Pet Insurance Discount
• 401K match
• Flexible spending accounts
• Company-paid short-term disability and life insurance
• Employee Assistance Program (EAP)
• Generous paid time off
• 14 Paid Holidays
• Top of the line equipment
• Pet-friendly office
• Whisker products and swag
• Continuing education Support
• On-site gym with Peloton
• Referral program

Statement of Inclusivity:

We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.

While Whisker is an AI-forward organization, we will not ask you to interview with an AI agent. We lead with a human first approach for hiring. We ask that you refrain from using an AI tools during any interview.

Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.