Note: The job is a remote job and is open to candidates in USA. Updater is a leading technology platform helping major brands acquire and retain customers at scale. They are hiring an IT Engineer to serve as the first point of contact at the Updater Helpdesk, lead the IT knowledge management program, and manage Tier 2 systems administration across their SaaS stack.
Responsibilities
- 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
Skills
- 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
- Hands-on familiarity with macOS and Windows endpoint environments
- Working knowledge of identity management (Okta or equivalent), Google Workspace, Slack Enterprise, Atlassian (Jira and Confluence), and ITSM platforms (Freshservice, ServiceNow, Zendesk, or similar)
- Ability to author structured, machine-readable documentation for both human and AI consumption
- Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as a standard part of daily workflows
- Bonus: scripting exposure (Bash, Python, PowerShell); compliance exposure (SOC 2, ISO 27001, ISO 42001, NIST); prior ownership of a knowledge base or documentation program
- Relevant certifications a plus: CompTIA A+, Network+, Google Workspace Administrator, Okta Certified Professional, ITIL Foundation, or similar
Benefits
- 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
Company Overview
Updater is a tool designed to simplify the moving experience. It was founded in 2011, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is http://www.updater.com.