AgileEngine→
Senior Help Desk Technician ID90031 at AgileEngine · Baja…
Skills
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.