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.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
