Senior Helpdesk Technician

Senior Helpdesk Technician Join to apply for the Senior Helpdesk Technician role at Rebel Athletic About Rebel Athletic At Rebel Athletic, we don’t just make apparel — we create confidence, empower performance, and redefine what it means to wear your passion. Since 2012, we’ve been shaking up the industry as the fastest-growing cheer and performance wear brand in the world. Recognized by Global Brand Consultancy as a Challenger Brand to Watch, Rebel has become synonymous with bold design, innovation, and custom craftsmanship. From couture‑inspired uniforms to lifestyle athleisure, we merge high fashion with high function — built for those who dare to stand out. Our founder, Karen Aldridge, has transformed a daring idea into a global movement that celebrates creativity, empowerment, and individuality. At Rebel, we’re not just creating garments — we’re building a community of dreamers, doers, and disruptors who lead with purpose and sparkle louder than ever. The Role We’re searching for a Senior Helpdesk Technician who serves as the top‑tier escalation point for technical issues across the company. This role provides advanced troubleshooting, mentors junior technicians, and ensures high‑quality service delivery. The technician supports daily IT operations, system administration tasks, Microsoft 365 and Entra ID environments, endpoint management through Intune, and Freshservice ITSM processes. The ideal candidate is detail oriented, solutions focused and committed to delivering reliable and responsive support to all employees. Duties and Responsibilities Helpdesk Operations and Support Provide Tier 2 and Tier 3 support across hardware, software, networking, and account issues Manage ticket queues and ensure timely, accurate resolution Support user onboarding, offboarding, and device setup Maintain detailed technical documentation and asset records Microsoft 365 and Entra ID Administration Manage user lifecycle, permissions, licensing, and access controls Support MFA, conditional access policies, and identity troubleshooting Provide expertise across Teams, Exchange Online, SharePoint, and OneDrive Device and Endpoint Management (Intune) Enroll and manage Windows, macOS, iOS, and Android devices Enforce endpoint compliance and security standards Troubleshoot device issues, repairs, updates, and configurations Freshservice ITSM Administration Manage tickets, workflows, automations, and system configurations Improve ITSM processes to enhance support quality Maintain asset inventories, audit data, and lifecycle tracking Application and Platform Support Provide support for Shopify, email security tools, and key SaaS applications Assist with system maintenance, patches, and updates Monitor and elevate security alerts as needed Security and Training Support cybersecurity initiatives and user awareness programs Monitor endpoint security and address vulnerabilities Train employees on technology usage and IT best practices Qualifications 3+ years of IT Helpdesk or Technical Support experience Strong proficiency with Microsoft 365, Entra ID, Intune, and Windows/macOS environments Experience with an ITSM platform such as Freshservice Strong hardware, software, and networking troubleshooting capabilities Excellent communication, customer support, and documentation skills Valid driver’s license if travel between Rebel Athletic locations is required Preferred Qualifications Experience with Shopify or similar e‑commerce platforms Familiarity with cybersecurity principles and email security tools PowerShell scripting knowledge Certifications such as CompTIA A+, Network+, or Microsoft M365 Fundamentals Working Conditions This role operates in a hybrid or on‑site environment depending on business needs, within a fast‑paced setting that requires frequent task switching. The position involves extended periods at a computer and occasional lifting of equipment up to 25 lbs. Occasional after‑hours or weekend support may be required for emergencies or critical system work. Why You’ll Love It Here Play a critical role in delivering the technology foundation that keeps a fast‑growing brand moving Drive meaningful impact as the senior escalation point across all departments Collaborate with a team of innovators, creators, and technologists Grow your technical expertise in a culture that values excellence, ownership, and velocity Competitive compensation, full benefits, 401(k), PTO, and performance bonuses Equal Opportunity Employer Rebel Athletic LLC is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, military status, or any other protected characteristic. We also strictly prohibit retaliation against individuals who raise concerns or participate in investigations. #J-18808-Ljbffr Rebel Athletic