Senior Helpdesk Technician (US Based)Saviance • Boston, MA, United States

Senior Helpdesk Technician (US Based)

Saviance • Boston, MA, United States

17 days ago

Job type

Full-time

Job description

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.

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Senior Helpdesk Technician (US Based) • Boston, MA, United States

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