Senior Help Desk Technician ID90031

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 IT Support Specialist to manage devices, access, and IT support for a remote-first team, including security and compliance tasks.

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 the ability to manage multiple priorities.

• Experience working in fast-paced startup or scale-up environments.

• 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.

WHAT YOU WILL DO

Device & Asset Management

• Manage end-to-end laptop lifecycle using Rippling, including procurement, configuration, deployment, and retirement.

• Maintain accurate asset inventory and tracking across all company devices.

• Configure and deploy standardized device images with security controls and required software.

• Coordinate device shipping and logistics for our remote-first team.

• Handle device troubleshooting, repairs, and replacements.

User Support & Access Management

• Process access requests through Jira Service Desk with appropriate approval workflows.

• Perform user onboarding and offboarding procedures, 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 technical support and guidance to team members as needed.

• Provide IT support across multiple time zones with defined SLAs for response and resolution.

• Build and maintain an internal IT knowledge base and self-service portal to reduce repetitive support requests.

• Develop and distribute troubleshooting guides and FAQs for common issues.

• Proactively identify technology pain points and friction across the organization.

• Run periodic IT satisfaction surveys and incorporate feedback into support improvements.

• Maintain a positive, responsive approach to IT support across the remote team.

General IT Support

• Deploy and manage SentinelOne across all endpoints with proper configuration and monitoring.

• Implement and maintain security policies and procedures.

• Monitor and respond to security alerts and incidents.

• Assist with security audits and assessments.

• Ensure proper access controls on sensitive data repositories.

• Monitor and audit data access and sharing practices.

• Maintain data inventory and processing records for compliance purposes.

• Assist with projects to improve our data security, e.g., review and implement policies around PII (Personally Identifiable Information), data classification, and retention policies.

• Manage integrations between tools and troubleshoot connectivity or sync issues.

• Support the delivery of security awareness training programs.

• Run phishing simulations and track completion rates for compliance purposes.

• Keep the team informed on emerging threats and security best practices.

Process Improvement & Automation

• Drive completion of IT-related tasks across the organization through effective communication and follow-up.

• Identify opportunities to automate routine IT processes and workflows.

• Maintain documentation for IT procedures, policies, and system configurations.

• Participate in incident response and business continuity planning.

• Track and report on key 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.

PERKS AND BENEFITS

• Professional growth: Mentorship, TechTalks, and personalized growth roadmaps.

• Competitive compensation: USD-based pay with education, fitness, and team activity budgets.

• Exciting projects: Modern solutions with Fortune 500 and top product companies.

• Flextime: Flexible schedule with remote and office options.