Senior Helpdesk Technician (US Based)

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

• 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.

Qualifications

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.

Preferred:

• 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.