Sr. IT Helpdesk Technician

Join the dynamic team at Brivo as a Senior IT Helpdesk Specialist, where you'll play a key role in keeping our global workforce connected, supported, and productive. As a trusted technical resource, you'll take ownership of day-to-day IT operations, troubleshoot complex challenges, manage hardware and software deployments, and help deliver a seamless technology experience for employees.

This role offers an exciting opportunity to work with a global IT team, gain hands-on experience with technologies such as Okta, Google Workspace, and device management systems, and contribute to projects that improve IT infrastructure, security, and employee experience. We're looking for a self-motivated, customer-focused problem solver who thrives in a fast-paced environment, enjoys tackling technical challenges, and takes pride in helping others succeed. If you're passionate about technology, eager to grow your expertise, and ready to make a meaningful impact in a growing international organization, we'd love to hear from you!

• Helpdesk Escalations & SLA Management: Resolve support tickets and serve as the Tier 2 escalation point for complex tickets, diagnosing and resolving complex desktop OS (macOS, Windows, Linux), software, and peripheral issues within target SLAs.
• User Onboarding & Offboarding: Lead technical onboarding and offboarding workflows, including account provisioning, hardware deployment, user orientation, and prompt access revocation upon departure.
• Identity & Access Management: Administer routine user accounts, group memberships, SSO, and MFA configurations in Okta and core SaaS applications (e.g., Slack, Google Workspace, Jira, Salesforce).
• Device Lifecycle & Endpoint Support: Assist with enrolling, configuring, and deploying company laptops and mobile devices via MDM platforms (IRU, Apple Business Manager and Google); handle inventory, asset tracking, and hardware repairs.
• Basic Network & Office Infrastructure Support: Troubleshoot day-to-day office connectivity, Wi-Fi, VPN access, local printing, and conference room AV setups, escalating core infrastructure design and firewall modifications to Network/Systems Engineering.
• Productivity tools administration Configure, administer and implement best practices for the deployment of productivity tools such as Google WorkSpace, Jira, Zulip, Slack, Claude and similar.
• Process Documentation & KB Maintenance: Maintain up-to-date internal technical documentation, step-by-step guides, and end-user self-service knowledge base articles.
• Employee Enablement & Training: Deliver IT orientation sessions for new hires and provide ongoing guidance on IT security policies, tool usage, and best practices.

• Experience: 5+ years of progressive experience in IT Support, Technical Helpdesk, or Desktop Support roles within a fast-paced environment.