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

Senior Helpdesk Technician (US Based)

Saviance • Boston, MA, United States
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  • [job_card.full_time]
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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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