IT Helpdesk TechnicianDepartment: IT
Employment Type: Full Time
Location: Bethesda
Reporting To: Sam Komeha
Compensation: $80,000 - $100,000 / year
DescriptionJoin 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!
Key Responsibilities- 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.
Skills, Knowledge & Expertise- Experience: 5+ years of progressive experience in IT Support, Technical Helpdesk, or Desktop Support roles within a fast-paced environment.
- End-User Service Focus: Strong interpersonal skills with a patient, customer-first approach to troubleshooting and user enablement.
- Multi-OS Troubleshooting: Advanced hands-on proficiency supporting macOS and Windows environments, with working knowledge of Linux environments.
- Identity & SaaS Tool Support: Hands-on experience performing day-to-day user administration in Okta, Google Workspace, Slack, and Jira.
- MDM & Hardware Management: Experience deploying endpoints and executing policies using MDM solutions (e.g., Jamf, Kandji, Intune) alongside IT asset tracking software.
- Office Networking Fundamentals: Practical understanding of basic network troubleshooting (VPN, Wi-Fi, TCP/IP, DNS, DHCP) and AV/conference room technology.
- Education: High school diploma or equivalent required; Bachelor's degree in Information Technology or relevant industry certifications (e.g., CompTIA A+/Network+, Apple Certified Support Professional, Jamf Certified Admin) preferred.
Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition, Brivonians enjoy a robust benefits and perks package tailored to their work location.
