**About the role** We are looking for a **Senior Help Desk Technician**to manage device lifecycle, access, and endpoint security across a remote\-first organization. This person handles onboarding and offboarding, deploys and monitors security tools like SentinelOne, and builds self\-service resources to cut requests. Strong Google Workspace, Jira Service Desk, and English communication skills are essential. **What you will do** ***Device \& Asset Management*** * Manage the full laptop lifecycle in Rippling, including procurement, configuration, deployment, and retirement. * Maintain accurate inventory and tracking for all company devices. * Configure and deploy standardized device images with required software and security controls. * Coordinate device shipping, repairs, replacements, and troubleshooting for our remote\-first team. ***User Support \& Access Management*** * Process access requests through Jira Service Desk and follow appropriate approval workflows. * Manage user onboarding and offboarding, including account provisioning and deprovisioning. * Handle password resets, account lockouts, and basic user support issues. * Maintain accurate user directories and access controls across all systems. * Provide responsive IT support and guidance to team members across multiple time zones, following defined SLAs. * Build and maintain an internal IT knowledge base, self\-service portal, troubleshooting guides, and FAQs to reduce repetitive requests. * Identify technology pain points and improve the employee support experience through feedback and IT satisfaction surveys. ***General IT Support*** * Deploy and manage SentinelOne across all endpoints, including configuration, monitoring, and security alert response. * Implement and maintain security policies, procedures, and access controls. * Assist with security audits, assessments, incident response, and business continuity planning. * Monitor and audit data access and sharing practices and maintain data inventory and processing records for compliance. * Support data security initiatives, including reviewing and implementing policies for PII, data classification, and data retention. * Manage integrations between tools and troubleshoot connectivity or synchronization issues. * Support security awareness programs, including phishing simulations and training completion tracking. * Keep the team informed about emerging threats and security best practices. ***Process Improvement \& Automation*** * Drive completion of IT\-related tasks through effective communication and follow\-up. * Identify opportunities to automate routine IT processes and workflows. * Maintain documentation for IT procedures, policies, and system configurations. * Track and report on IT metrics, including ticket volume, resolution time, device health, and license utilization. * Provide regular reporting to leadership on IT support trends and areas for improvement. * Use data to identify recurring issues and prioritize process improvements. **Must haves** * **4\+ 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. * Strong experience with **Google Workspace**, Jira Service Desk, and endpoint security tools. * 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. **Perks and benefits** * **Growth without limits:** build your skills through mentorship, internal TechTalks, challenging projects, and a dedicated annual learning budget * **Competitive compensation:** get recognition that reflects your skills and impact, with regular performance and compensation reviews * **Flexibility:** work 100% remotely with flexible hours that support focus, autonomy, and a healthy work rhy