IT Engineer

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

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.
• 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.

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.
• 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.

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.
• 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

Experience

• 1–3 years of IT support, helpdesk, or end-user technology experience in a professional environment (internships, MSP, or