Helpdesk Engineer

Sonar•Austin, TX

17h•Onsite

About The Position

Sonar is hiring a full-time Helpdesk Engineer for its End-User Technologies squad. The role supports Sonar’s global workforce by resolving technical requests across identity, endpoints, and SaaS applications, while improving the employee IT experience. The engineer owns requests independently within defined security and application guardrails, supports onboarding and offboarding, and maintains service delivery against service-level targets. The role also identifies repetitive manual work and helps automate it using Jira Service Management (JSM) automation rules and virtual agents, and JumpCloud Workflows. It includes configuring JSM request types, forms, queues, and rules; using queue data to prioritize automation; and documenting recurring fixes for the frontline support team. Sonar’s office culture includes four anchor days—Monday through Thursday—and candidates must be genuinely based in the location where the role is posted. Relocation may be supported for the right person. Sonar does not currently support visa candidates in the US. Offers are contingent on a comprehensive background check and reference verification.

Requirements

3–5 years of hands-on experience in helpdesk, service desk, desktop support, or IT support, ideally at a fast-moving company with a distributed workforce.
Demonstrated experience managing 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.
Comfort working an ITSM queue against defined response and resolution targets.
An automation-first mindset and willingness to identify repeated tasks that could be handled through a rule, workflow, or AI agent.
Sound judgment about when to resolve requests independently and when to respect security boundaries and application guardrails.
Clear, patient written and verbal communication with technical and non-technical colleagues, and discipline in documenting actions and reasons.

Nice To Haves

Experience with Jira Service Management is preferred.

Responsibilities

Fulfill software access requests across the SaaS estate using identity-provider group membership and in-application playbooks.
Manage end-to-end new-hire onboarding and offboarding, including preparing and enrolling laptops, provisioning accounts and access, sending invitations, adding people to Slack channels and distribution lists, providing first-day support, and confirming equipment returns.
Create and update technical and service accounts; investigate complex MFA lockouts; triage application errors to distinguish faults from missing entitlements; and troubleshoot macOS and Windows issues at the operating-system level.
Manage email distribution lists and the loaner equipment pool, and provide on-site technical setup for meetings and company events.
Recognize requests outside the role’s tier and route them promptly with clear context to the appropriate 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; create workflows inactive and have them 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 resolution time, to prioritize automation and track time saved.
Keep tickets and documentation current against service-level targets, and document recurring fixes for use by the frontline team.