Senior Helpdesk Engineer

Role Overview

• Serve as the escalation point for hardware, software, network, and system issues
• Diagnose, troubleshoot, and resolve high-impact or ambiguous problems across endpoints, operating systems, identity and access, SaaS tools, and basic networking
• Own tickets end-to-end, including root cause analysis, resolution, documentation, and follow-up communication against SLA
• Lead incident response efforts, coordinating internal IT teams, security, and vendors as needed
• Identify trends, recurring issues, and systemic gaps; proactively drive long-term fixes rather than short-term workarounds
• Provide guidance to junior level Helpdesk Engineers through knowledge sharing, shadowing, and informal coaching
• Review and contribute to helpdesk workflows, runbooks, and troubleshooting guides with a focus on improving tooling, processes and end user experience.
• Support user provisioning, access management, and identity systems with a focus on security and compliance
• Provide advanced troubleshooting and user support for conferencing platforms such as Zoom and Microsoft Teams, as well as other essential collaboration technologies supporting remote and hybrid work environments.
• Administer the full lifecycle of IT hardware and software assets, including setup, deployment, inventory tracking, and recovery, ensuring all devices are configured, assigned, and documented for compliance and audit purposes.
• Maintain the operational readiness of conference rooms and manage the setup and troubleshooting of equipment for meetings, webinars, and organizational events.
• Actively contribute to assigned IT projects, supporting initiatives that enhance technological innovation, optimize service delivery, and advance organization's overall IT strategy.

Requirements

• Bachelor’s degree or equivalent experience
• Minimum 3-5 years of relevant technical support experience
• Proven problem-solving capabilities with expertise in supporting and troubleshooting both Windows and macOS environments, including common productivity and collaboration software.
• Hands-on experience with user and group management in Microsoft 365 and Active Directory environments.
• Familiarity with basic networking concepts such as DNS, DHCP, VPNs, and TCP/IP, with the ability to diagnose and resolve common connectivity and access issues.
• Experience using ticketing systems (ServiceNow preferred) to document, track, and close support requests.
• Exposure to cybersecurity fundamentals, including secure endpoint management, vulnerability management, and compliance standards.
• Practical knowledge of endpoint protection and MDM solutions
• Experience supporting remote users, SaaS-based productivity suites, and cloud identity management platforms.
• Experience providing executive and VIP support.

Tech Stack

• Cloud
• Cyber Security
• DNS
• MacOS
• ServiceNow
• TCP/IP

Benefits

• Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.