Helpdesk Engineer

Position description

In this full-time Helpdesk Engineer role within Sonar’s End-User Technologies squad, you will keep our global workforce productive by delivering reliable technical support and continuously improving the employee IT experience. You will independently own and resolve technical requests across identity, endpoints, and SaaS applications from investigating complex, MFA and access issues to troubleshooting operating-system and application faults, while supporting end-to-end onboarding, offboarding, and day-to-day service delivery

What you will do

• Fulfill software access requests across our SaaS estate using identity provider group membership and in-application playbooks

• Execute new-hire onboarding and offboarding end to end: preparing and enrolling laptops, provisioning accounts and access, sending onboarding invitations, adding people to Slack channels and distribution lists, acting as the assigned first-day support contact for new joiners, and confirming equipment return on exit

• Own a defined set of more technical requests as you ramp - creating and updating technical and service accounts, investigating MFA lockouts that go beyond a simple reset, triaging application errors to distinguish a genuine fault from a missing entitlement, and troubleshooting macOS and Windows issues at the operating-system level

• Manage email distribution lists, the loaner equipment pool (chargers, mice, monitors, and event laptops), and on-site technical setup for meetings and company events

• Recognize when a request belongs to another tier and route it promptly with clear context: identity and access governance, integration and automation build work, policy exceptions, and high-priority incident response all sit outside this role and belong with our specialist and engineering staff

• Identify repetitive manual requests (access grants, group changes, onboarding/offboarding steps, distribution list updates, loaner tracking) and propose or build automations for them using JSM automation rules, JSM virtual agents and JumpCloud Workflows.

• Build, test and maintain simple JumpCloud Workflows for routine lifecycle tasks, such as adding or removing users from groups, unbinding devices on suspension, and sending notifications. New workflows are created inactive and reviewed before activation.

• Configure JSM request types, forms, queues and automation rules (auto-assignment, auto-triage, SLA reminders, canned responses, auto-close) so more requests are resolved at first touch with no manual handling.

• Use data from the queue (ticket volume by request type, repeat issues, time to resolve) to prioritize what to automate next, and track the time saved.

• Keep your tickets and documentation current against our service-level targets, and write up the fixes you find yourself repeating so the whole frontline can resolve them next time

Experience and qualifications

• 3-5 years of hands-on experience in a helpdesk, service desk, desktop support, or IT support role, ideally at a fast-moving company with a distributed workforce
• Demonstrated experience running onboarding and offboarding workflows, including laptop preparation and enrollment, account creation, access provisioning, and equipment recovery
• Deep troubleshooting ability on macOS, Linux, and Windows endpoints; covering device enrollment, password and MFA problems, peripherals, conferencing hardware, and common application faults
• Comfort working a queue in an ITSM platform (Jira Service Management preferred) against defined response and resolution targets
• An automation-first mindset: you notice when you've done the same task three times and ask whether it should be a rule or workflow or an AI agent.
• Sound judgment about your own limits: you resolve complicated requests independently while maintaining security boundaries and application guardrails.
• Clear, patient, written and verbal communication with technical and non-technical colleagues, and the discipline to record what you did and why. You see effective documentation as an integral part of a well running team.