IT Engineer

Updater

IT Engineer at Updater managing Helpdesk operations and documentation for IT team. Providing support across SaaS applications and improving IT processes with AI tools.

Posted 6/20/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $80,000 - $100,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMMacOSServiceNow

About the role

Key responsibilities & impact

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.
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.
Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management).
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.
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.
Author documentation that is structured, consistent, and machine-readable, so that both employees and the AI assistants they use (Claude, ChatGPT, Copilot, Gemini) can reliably retrieve and apply it.
Partner with the Director, IT & Business Process Transformation, on the AI at Updater Confluence space and the AI Education Resource Hub, ensuring that IT-authored content serves as a canonical reference for the company.
Treat every ticket and every system change as a documentation opportunity — capture what was learned, publish it, and reduce the long-tail rate of repeated questions.
Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves.
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.
Support change management and access reviews in partnership with the IT Systems Architect and the Security team, contributing to Updater’s ISO 42001 certification posture.
Assist with rollout, configuration, and ongoing administration of new SaaS tools as Updater’s environment evolves.

Requirements

What you’ll need

1–3 years of IT support, helpdesk, or end-user technology experience in a professional environment (internships, MSP, or college IT roles count).
Working familiarity with end-user support across macOS and Windows.
Hands-on exposure to at least some of: an identity provider (Okta or equivalent), Google Workspace administration, Slack, Atlassian (Jira / Confluence), and an ITSM platform (Freshservice, ServiceNow, Zendesk, or similar).
Demonstrated ability to write clear technical documentation — work samples, internal wiki contributions, or published help articles.
Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as part of day-to-day work.
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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT supporthelpdeskend-user technologytechnical documentationSaaS administrationidentity provider managementlicense managementchange managementAI governance frameworksAI-enabled application development

Soft Skills

clear communicationverbal communicationwritten communicationproblem-solvingdocumentation skillscollaborationattention to detailcustomer serviceorganizational skillsadaptability

Certifications

ISO 42001 certification