Senior Help Desk Technician ID90031

Job Description

AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.

WHY JOIN US

If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!

ABOUT THE ROLE

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.

WHAT YOU WILL DO

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.

MUST HAVES

- 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.

NICE TO HAVES

- 5+ years of experience in high-growth SaaS companies or technology startups.

- Experience with data privacy regulations (GDPR, CCPA, SOX) and implementation.

- Advanced scripting and automation experience (Python, PowerShell, Bash).

- Experience leading IT teams or mentoring junior IT staff.

- Background in vendor management and IT procurement processes.

- Experience with enterprise-grade backup and disaster recovery solutions.

PERKS AND 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.

Requirements
● 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