IT Helpdesk Technician

IT Helpdesk Technician

Department: IT

Employment Type: Full Time

Location: Bethesda

Reporting To: Sam Komeha

Compensation: $80,000 - $100,000 / year

Description

Join the dynamic team at Brivo as a Senior IT Helpdesk Specialist , where you'll play a key role in keeping our global workforce connected, supported, and productive. As a trusted technical resource, you'll take ownership of day-to-day IT operations, troubleshoot complex challenges, manage hardware and software deployments, and help deliver a seamless technology experience for employees.

This role offers an exciting opportunity to work with a global IT team, gain hands-on experience with technologies such as Okta, Google Workspace, and device management systems, and contribute to projects that improve IT infrastructure, security, and employee experience. We're looking for a self-motivated, customer-focused problem solver who thrives in a fast-paced environment, enjoys tackling technical challenges, and takes pride in helping others succeed. If you're passionate about technology, eager to grow your expertise, and ready to make a meaningful impact in a growing international organization, we'd love to hear from you!

Key Responsibilities

• Helpdesk Escalations & SLA Management: Resolve support tickets and serve as the Tier 2 escalation point for complex tickets, diagnosing and resolving complex desktop OS (macOS, Windows, Linux), software, and peripheral issues within target SLAs.
• User Onboarding & Offboarding: Lead technical onboarding and offboarding workflows, including account provisioning, hardware deployment, user orientation, and prompt access revocation upon departure.
• Identity & Access Management: Administer routine user accounts, group memberships, SSO, and MFA configurations in Okta and core SaaS applications (e.g., Slack, Google Workspace, Jira, Salesforce).
• Device Lifecycle & Endpoint Support: Assist with enrolling, configuring, and deploying company laptops and mobile devices via MDM platforms (IRU, Apple Business Manager and Google); handle inventory, asset tracking, and hardware repairs.
• Basic Network & Office Infrastructure Support: Troubleshoot day-to-day office connectivity, Wi-Fi, VPN access, local printing, and conference room AV setups, escalating core infrastructure design and firewall modifications to Network/Systems Engineering.
• Productivity tools administration Configure, administer and implement best practices for the deployment of productivity tools such as Google WorkSpace, Jira, Zulip, Slack, Claude and similar.
• Process Documentation & KB Maintenance: Maintain up-to-date internal technical documentation, step-by-step guides, and end-user self-service knowledge base articles.
• Employee Enablement & Training: Deliver IT orientation sessions for new hires and provide ongoing guidance on IT security policies, tool usage, and best practices.

Skills, Knowledge & Expertise

• Experience: 5+ years of progressive experience in IT Support, Technical Helpdesk, or Desktop Support roles within a fast-paced environment.
• End-User Service Focus: Strong interpersonal skills with a patient, customer-first approach to troubleshooting and user enablement.
• Multi-OS Troubleshooting: Advanced hands-on proficiency supporting macOS and Windows environments, with working knowledge of Linux environments.
• Identity & SaaS Tool Support: Hands-on experience performing day-to-day user administration in Okta, Google Workspace, Slack, and Jira.
• MDM & Hardware Management: Experience deploying endpoints and executing policies using MDM solutions (e.g., Jamf, Kandji, Intune) alongside IT asset tracking software.
• Office Networking Fundamentals: Practical understanding of basic network troubleshooting (VPN, Wi-Fi, TCP/IP, DNS, DHCP) and AV/conference room technology.
• Education: High school diploma or equivalent required; Bachelor's degree in Information Technology or relevant industry certifications (e.g., CompTIA A+/Network+, Apple Certified Support Professional, Jamf Certified Admin) preferred.

Why work for Brivo?

Brivo is a Great Place to Work-Certified™ company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security.

Why Your Work Matters

Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.

• The Brivo Experience: We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces-ensuring you have everything you need to stay focused while building the future of security.
• Total Rewards: We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and an unlimited Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.

Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition, Brivonians enjoy a robust benefits and perks package tailored to their work location.

About Brivo

Brivo and Eagle Eye Networks have come together to create a category-defining, cloud-first platform at the intersection of AI and the physical world. Our mission is simple and ambitious: to make physical spaces safer, smarter, and more autonomous-from single-site businesses to global enterprises.

As the unified global leaders in cloud-based access control and video surveillance, we provide a comprehensive digital foundation for the built environment. By combining Brivo's pioneering building access platform with Eagle Eye's AI-powered video management system (VMS), we have created a system of intelligence that protects over 600 million square feet across 90+ countries. Every door, camera, and credential in our ecosystem acts as a real-time sensor, leveraging AI to prevent incidents, improve operations, and enable entirely new workflows across sectors, including commercial real estate, retail, healthcare, education, and critical infrastructure.

With a global footprint spanning headquarters in Bethesda, Maryland, and Austin, Texas, and international offices in Amsterdam, London, Bangalore, and Tokyo, we are leveraging our open APIs and cyber-secure cloud infrastructure to reshape the future of physical security. Join us as we build the world's most robust platform for video intelligence and smart space automation. Learn more at

Brivo is an equal employment opportunity employer and values diversity. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. If you require reasonable accommodations during the application or interview process, please inform us.