IT Engineer

Job Overview

View All Jobs About the Role Updater is hiring an IT Engineer for our IT team.

This role will serve as the first point of contact at the Updater Helpdesk, lead our IT knowledge management program - building documentation for both human readers and the AI assistants our employees rely on every day - and own Tier 2 systems administration across our SaaS stack.

Job Description

The role reports to the Director, IT & Business Process Transformation.

Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to keep the Helpdesk auditable.

Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re-resolved one ticket at a time.

Key Responsibilities

• This role will serve as the first point of contact at the Updater Helpdesk, lead our IT knowledge management program - building documentation for both human readers and the AI assistants our employees rely on every day - and own Tier 2 systems administration across our SaaS stack.
• This role is well-suited for an IT professional who takes pride in turning a messy troubleshooting session into a clean, reusable document, treats every helpdesk ticket as a relationship rather than a chore, and is genuinely curious about how AI tools can make IT support better - for the employees we serve and for the people doing the work.
• Key Responsibilities Helpdesk Operations Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication.
• Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), , Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.
• Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management).
• IT Knowledge Management Lead Updater’s IT knowledge management program - establishing the standard for how IT documents what it knows and driving adoption across the team.
• Tier 2 Systems Administration Grow into hands-on administration of Updater’s SaaS stack, including Okta (group, rule, and policy management), Google Workspace, Slack Enterprise Grid, Atlassian (Jira and Confluence), Zoom, Iru, Microsoft Intune and Freshservice.
• Execute routine SaaS administration tasks - provisioning, de-provisioning, license management, permission changes, and lifecycle hygiene - with accuracy and a documentation-first habit.

Required Skills and Qualifications

• This role will serve as the first point of contact at the Updater Helpdesk, lead our IT knowledge management program - building documentation for both human readers and the AI assistants our employees rely on every day - and own Tier 2 systems administration across our SaaS stack.
• IT Knowledge Management Lead Updater’s IT knowledge management program - establishing the standard for how IT documents what it knows and driving adoption across the team.
• Take ownership of our Confluence and Helpdesk knowledge bases: runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user-facing help articles.
• Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves.
• Requirements Experience 1–3 years of IT support, helpdesk, or end-user technology experience in a professional environment (internships, MSP, or college IT roles count).
• Excellent communication skills, verbal and written, with the ability to translate technical concepts for non-technical audiences.
• Familiarity or experience with AI governance frameworks, AI red-teaming, or AI-enabled application development.
• Technical / Functional Skills Hands-on familiarity with macOS and Windows endpoint environments.

Benefits and Perks

• Bonus: scripting exposure (Bash, Python, PowerShell); compliance exposure (SOC 2, ISO 27001, ISO 42001, NIST); prior ownership of a knowledge base or documentation program.
• Benefits: The Company offers the following benefits for this full-time position, subject to applicable eligibility requirements: Medical, Dental, and Vision Insurance Flexible PTO 13 paid company holidays annually Updater Stock Options 401(k) with employer match Wellbeing Subsidy One Medical membership Virtual on-demand healthcare through Teladoc and Talkspace Flexible spending account (FSA) Health savings account (HSA) Supplemental Short & Long Term Disability Insurance Supplemental Life Insurance Paid Parental Leave

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Updater is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.