AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards. WHY JOIN US If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you

ABOUT THE ROLE
We are looking for a Senior Help Desk Technician to manage device lifecycle, access, and endpoint security across a remote-first organization. This person handles onboarding and offboarding, deploys and monitors security tools like SentinelOne, and builds self-service resources to cut requests. Strong Google Workspace, Jira Service Desk, and English communication skills are essential. WHAT YOU WILL DO Device & Asset Management
- Manage the full laptop lifecycle in Rippling, including procurement, configuration, deployment, and retirement.
- Maintain accurate inventory and tracking for all company devices.
- Configure and deploy standardized device images with required software and security controls.
- Coordinate device shipping, repairs, replacements, and troubleshooting for the remote-first team. User Support & Access Management
- Process access requests through Jira Service Desk and follow appropriate approval workflows.
- Manage user onboarding and offboarding, including account provisioning and deprovisioning.
- Handle password resets, account lockouts, and basic user support issues.
- Maintain accurate user directories and access controls across all systems.
- Provide responsive IT support and guidance to team members across multiple time zones, following defined SLAs.
- Build and maintain an internal IT knowledge base, self-service portal, troubleshooting guides,



and FAQs to reduce repetitive requests.
- Identify technology pain points and improve the employee support experience through feedback and IT satisfaction surveys. General IT Support
- Deploy and manage SentinelOne across all endpoints, including configuration, monitoring, and security alert response.
- Implement and maintain security policies, procedures, and access controls.
- Assist with security audits, assessments, incident response, and business continuity planning.
- Monitor and audit data access and sharing practices and maintain data inventory and processing records for compliance.
- Support data security initiatives, including reviewing and implementing policies for PII, data classification, and data retention.
- Manage integrations between tools and troubleshoot connectivity or synchronization issues.
- Support security awareness programs, including phishing simulations and training completion tracking.
- Keep the team informed about emerging threats and security best practices. Process Improvement & Automation
- Drive completion of IT-related tasks through effective communication and follow-up.
- Identify opportunities to automate routine IT processes and workflows.
- Maintain documentation for IT procedures, policies, and system configurations.
- Track and report on IT metrics, including ticket volume, resolution time, device health, and license utilization.




- Provide regular reporting to leadership on IT support trends and areas for improvement.
- Use data to identify recurring issues and prioritize process improvements. MUST HAVES
- 4+ years of experience in IT support, systems administration, or IT operations roles
- 3+ years of hands‑on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable).
- 3+ years of experience with Google Workspace administration
- 2+ years of experience with endpoint security solutions (SentinelOne, CrowdStrike, or similar).
- Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk).
- Strong background in access management, identity governance, and user lifecycle management.
- Demonstrated ability to lead IT initiatives and drive process improvements.
- Excellent communication skills with experience training and mentoring non‑technical team members.
- Strong project management and organizational skills with ability to manage multiple priorities.
- Experience working in fast‑paced startup or scale‑up environments.
- Strong experience with Google Workspace, Jira Service Desk, and endpoint security tools. NICE TO HAVES
- 5+ years of experience in high‑growth SaaS companies or technology startups.
- Experience with data privacy regulations (GDPR, CCPA, SOX) and implementation.
- Advanced scripting and automation experience (Python, PowerShell, Bash).
- Experience leading IT teams or mentoring junior IT staff.
- Background in vendor management and IT procurement processes.
- Experience with enterprise‑grade backup and disaster recovery solutions. PERKS AND BENEFITS
- Professional growth: Accelerate your professional jo

📌 Senior Help Desk Technician Id90031 (Buenos Aires)
🏢 AgileEngine
📍 Buenos Aires