[Hiring] Senior Help Desk Technician @AgileEngine

Role Description

We are looking for a Senior Help Desk Technician to manage device lifecycle, access, and endpoint security across a remote-first organization. This person handles onboarding and offboarding, deploys and monitors security tools like SentinelOne, and builds self-service resources to cut requests. Strong Google Workspace, Jira Service Desk, and English communication skills are essential.

Qualifications

• 4+ years of experience in IT support, systems administration, or IT operations roles.
• 3+ years of hands-on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable).
• 3+ years of experience with Google Workspace administration.
• 2+ years of experience with endpoint security solutions (SentinelOne, CrowdStrike, or similar).
• Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk).
• Strong background in access management, identity governance, and user lifecycle management.
• Demonstrated ability to lead IT initiatives and drive process improvements.
• Excellent communication skills with experience training and mentoring non-technical team members.
• Strong project management and organizational skills with ability to manage multiple priorities.
• Experience working in fast-paced startup or scale-up environments.
• Strong experience with Google Workspace, Jira Service Desk, and endpoint security tools.
• Upper-intermediate English level.

Requirements

• Device & Asset Management
• Manage the full laptop lifecycle in Rippling, including procurement, configuration, deployment, and retirement.
• Maintain accurate inventory and tracking for all company devices.
• Configure and deploy standardized device images with required software and security controls.
• Coordinate device shipping, repairs, replacements, and troubleshooting for the remote-first team.
• User Support & Access Management
• Process access requests through Jira Service Desk and follow appropriate approval workflows.
• Manage user onboarding and offboarding, including account provisioning and deprovisioning.
• Handle password resets, account lockouts, and basic user support issues.
• Maintain accurate user directories and access controls across all systems.
• Provide responsive IT support and guidance to team members across multiple time zones, following defined SLAs.
• Build and maintain an internal IT knowledge base, self-service portal, troubleshooting guides, and FAQs to reduce repetitive requests.
• Identify technology pain points and improve the employee support experience through feedback and IT satisfaction surveys.
• General IT Support
• Deploy and manage SentinelOne across all endpoints, including configuration, monitoring, and security alert response.
• Implement and maintain security policies, procedures, and access controls.
• Assist with security audits, assessments, incident response, and business continuity planning.
• Monitor and audit data access and sharing practices and maintain data inventory and processing records for compliance.
• Support data security initiatives, including reviewing and implementing policies for PII, data classification, and data retention.
• Manage integrations between tools and troubleshoot connectivity or synchronization issues.
• Support security awareness programs, including phishing simulations and training completion tracking.
• Keep the team informed about emerging threats and security best practices.
• Process Improvement & Automation
• Drive completion of IT-related tasks through effective communication and follow-up.
• Identify opportunities to automate routine IT processes and workflows.
• Maintain documentation for IT procedures, policies, and system configurations.
• Track and report on IT metrics, including ticket volume, resolution time, device health, and license utilization.
• Provide regular reporting to leadership on IT support trends and areas for improvement.
• Use data to identify recurring issues and prioritize process improvements.

Benefits

• Professional growth: Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.
• Competitive compensation: We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.
• A selection of exciting projects: Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.
• Flextime: Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive.