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.

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

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.

• - 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.

• - 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.

• - 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.

• - 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.

• - 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.

• - 5+ years of experience in high-growth