IT Engineer
New
U
UpdaterTechnology Platform
Remote, USFull-TimeMiddle
Salary$80,000 - $100,000 annually
Apply NowOpens the employer's application page
Job Details
- Experience
- 1–3 years
- Required Skills
- Google WorkspaceSlack
Requirements
- 1–3 years of IT support, helpdesk, or end-user technology experience.
- Working familiarity with end-user support across macOS and Windows.
- Hands-on exposure to an identity provider (Okta or equivalent).
- Experience with Google Workspace administration, Slack, and Atlassian (Jira/Confluence).
- Experience with an ITSM platform (Freshservice, ServiceNow, Zendesk, or similar).
- Demonstrated ability to write clear, structured, and machine-readable technical documentation.
- Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) in daily workflows.
- Excellent verbal and written communication skills for non-technical audiences.
- Familiarity or experience with AI governance, red-teaming, or AI-enabled application development.
Responsibilities
- Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication.
- Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.
- Own the day-to-day ticket queue, including response and resolution SLAs, ticket categorization, and escalation management.
- Support employee onboarding, offboarding, and hardware lifecycle.
- Lead the IT knowledge management program by authoring structured, machine-readable documentation for human and AI retrieval.
- Maintain the freshness of existing knowledge bases, including runbooks, troubleshooting guides, and SaaS administration procedures.
- Perform hands-on administration of SaaS stack, including provisioning, license management, and permission changes.
- Partner with the IT Systems Architect and Security team on change management and access reviews.
View Full Description & ApplyYou'll be redirected to the employer's site
