Senior Helpdesk Technician (US Based)
Saviance
Job Title: Senior Helpdesk Technician (US Based)
Location: Remote (US)
Engagement Type: Contractor
Department: Global IT
Reports To: IT Operations Manager
Overview
We are seeking an experienced Senior Helpdesk Technician to join our Global IT team . In this role, you'll act as a trusted technical partner, delivering high-quality support to our distributed workforce and administering our core SaaS applications.
This is a hands-on, high-impact position ideal for someone with a systems administration background, strong troubleshooting instincts, and a service-oriented mindset. You'll work within a modern, cloud-native tech stack supporting a fast-scaling, federated enterprise environment.
Key Responsibilities
Required:
Location: Remote (US)
Engagement Type: Contractor
Department: Global IT
Reports To: IT Operations Manager
Overview
We are seeking an experienced Senior Helpdesk Technician to join our Global IT team . In this role, you'll act as a trusted technical partner, delivering high-quality support to our distributed workforce and administering our core SaaS applications.
This is a hands-on, high-impact position ideal for someone with a systems administration background, strong troubleshooting instincts, and a service-oriented mindset. You'll work within a modern, cloud-native tech stack supporting a fast-scaling, federated enterprise environment.
Key Responsibilities
- Serve as Tier 2/3 escalation for IT support issues across endpoints, SaaS apps, and access control.
- dminister core systems including:
- Okt (SSO, provisioning, MFA, policies)
- Google Workspace nd/or Microsoft 365
- SolarWinds ITSM (ticket routing, workflows)
- NetSuite, Salesforce, and Snowflake (basic access and user management)
- Manage support ticket flow, prioritize issues, and track against SLAs.
- ssist with user lifecycle tasks (onboarding, offboarding, access audits).
- Support endpoint management tools (e.g., Kandji, Intune), device registration, and compliance checks.
- Create and maintain documentation and self-service resources.
- Collaborate with the internal IT team on operational improvements and security initiatives.
Required:
- 5+ years in IT support or systems administration roles, preferably supporting SaaS-first organizations.
- Strong experience administering Google Workspace or Microsoft 365.
- Familiarity with Okta or similar IAM platforms.
- bility to support Mac and Windows endpoints in a distributed setup.
- Comfortable with ITSM tools ( SolarWinds preferred ).
- Self-sufficient, detail-oriented, and comfortable working independently.
- Familiarity with NetSuite, Salesforce, Snowflake, or Kandji.
- Knowledge of zero-trust security models and SaaS backup best practices.
- Experience in high-growth or federated organizations, especially with M&A integrations.
Vacancy posted 3 days ago
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