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.

What You’ll Do:

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