Helpdesk Engineer

Sonar•Austin, TX

3d•Onsite

About The Position

The Helpdesk Engineer is part of Sonar’s End-User Technologies squad and helps keep the global workforce productive by delivering reliable technical support and improving the employee IT experience. The role independently handles technical requests across identity, endpoints, and SaaS applications, including complex MFA and access issues, operating-system and application faults, and end-to-end onboarding, offboarding, and day-to-day service delivery. The engineer fulfills SaaS access requests, prepares and enrolls laptops, provisions accounts and access, supports new hires on their first day, and confirms equipment returns during offboarding. The role also manages distribution lists and loaner equipment, and provides technical setup for on-site meetings and events. It owns a defined set of more technical requests while routing matters outside its scope—such as identity and access governance, integration and automation build work, policy exceptions, and high-priority incident response—to the appropriate specialist teams. A key focus is reducing repetitive manual work through automation. The engineer may build and maintain simple JumpCloud Workflows and configure Jira Service Management request types, forms, queues, and automation rules. They use queue data to prioritize automation, track time saved, meet service-level targets, and document recurring fixes so the wider frontline team can resolve issues consistently.

Requirements

3–5 years of hands-on experience in a helpdesk, service desk, desktop support, or IT support role; experience at a fast-moving company with a distributed workforce is ideal.
Demonstrated experience running onboarding and offboarding workflows, including laptop preparation and enrollment, account creation, access provisioning, and equipment recovery.
Strong troubleshooting ability across macOS, Linux, and Windows endpoints, including device enrollment, password and MFA problems, peripherals, conferencing hardware, and common application faults.
Experience working a ticket queue in an ITSM platform against defined response and resolution targets.
An automation-first mindset and interest in turning repetitive work into rules, workflows, or AI agents.
Sound judgment about personal limits, with the ability to resolve complex requests independently while maintaining security boundaries and application guardrails.
Clear, patient written and verbal communication with technical and non-technical colleagues.
Discipline in recording work performed and the reasons for it, and commitment to effective documentation.

Nice To Haves

Experience with Jira Service Management.

Responsibilities

Fulfill software access requests across the SaaS estate using identity-provider group membership and in-application playbooks.
Execute new-hire onboarding and offboarding end to end, including preparing and enrolling laptops, provisioning accounts and access, sending onboarding invitations, adding people to Slack channels and distribution lists, providing first-day support, and confirming equipment return.
Own and resolve assigned technical requests, including creating and updating technical and service accounts, investigating complex MFA lockouts, distinguishing application faults from missing entitlements, and troubleshooting macOS and Windows issues at the operating-system level.
Manage email distribution lists and the loaner equipment pool, including chargers, mice, monitors, and event laptops.
Provide on-site technical setup for meetings and company events.
Recognize requests outside the role’s scope and route them promptly with clear context to specialist or engineering staff.
Identify repetitive manual requests and propose or build automations using JSM automation rules, JSM virtual agents, and JumpCloud Workflows.
Build, test, and maintain simple JumpCloud Workflows for routine lifecycle tasks, with new workflows created inactive and reviewed before activation.
Configure JSM request types, forms, queues, and automation rules to increase first-touch resolution and reduce manual handling.
Use ticket-queue data, including request volume, repeat issues, and time to resolve, to prioritize automation work and track time saved.
Keep tickets and documentation current against service-level targets, and document recurring fixes for the frontline team.