Senior Help Desk Technician

About the role

We are looking for a Senior IT Systems Administrator to own device lifecycle management, identity and access governance, endpoint security, and IT operations for a remote-first SaaS company. You will manage laptop procurement and deployment using Rippling, administer Google Workspace and SSO/MFA access controls, monitor endpoints with SentinelOne, support SOC 2 and ISO 27001 compliance via Drata, and drive automation and process improvements across IT operations. The role spans support, security, and compliance in a fast-paced, multi-timezone environment.

What you will do

• Manage the full device lifecycle including provisioning, deployment, maintenance, and retirement of company devices;
• Maintain asset inventory, device security controls, and endpoint management processes;
• Support user onboarding and offboarding, account provisioning, access management, and technical support requests;
• Provide IT support across a distributed workforce while meeting established service levels;
• Develop and maintain IT documentation, knowledge base resources, and self-service support materials;
• Administer endpoint security solutions and support security monitoring, audits, and compliance initiatives;
• Manage integrations between business systems and troubleshoot technical issues;
• Support security awareness programs, phishing simulations, and best practice adoption;
• Identify opportunities to improve and automate IT processes and workflows;
• Participate in incident response, business continuity planning, and operational readiness activities;
• Track IT performance metrics and provide reporting and recommendations for continuous improvement.

Must haves

• 5+ years of experience in IT support, systems administration, or IT operations roles;
• 3+ years of hands-on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable);
• 3+ years of experience with Google Workspace administration;
• 2+ years of experience with endpoint security solutions (SentinelOne, CrowdStrike, or similar);
• Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk);
• Strong background in access management, identity governance, and user lifecycle management;
• Demonstrated ability to lead IT initiatives and drive process improvements;
• Excellent communication skills with experience training and mentoring non-technical team members;
• Strong project management and organizational skills with ability to manage multiple priorities;
• Experience working in fast-paced startup or scale-up environments;
• Upper-intermediate English level.

Nice to haves

• 5+ years of experience in high-growth SaaS companies or technology startups;
• Experience with data privacy regulations (GDPR, CCPA, SOX) and implementation;
• Advanced scripting and automation experience (Python, PowerShell, Bash);
• Experience leading IT teams or mentoring junior IT staff;
• Background in vendor management and IT procurement processes;
• Experience with enterprise-grade backup and disaster recovery solutions.