Senior Helpdesk Technician

As a Senior Helpdesk Technician at Sonatype, you will be responsible for providing technical support to employees, troubleshooting issues, and documenting resolutions. You will also be responsible for managing hardware inventory, software licensing, and collaborating with security and compliance stakeholders.

Requirements

• 4-6+ years of experience in IT support, ideally in fast-paced software development environments
• Deep familiarity with macOS system architecture, Console logs, Activity Monitor, Disk Utility, and Terminal for troubleshooting
• Experience with FileVault, system permissions, keychains, software updates, and MDM-enrolled devices
• Troubleshooting common tools like Zoom, Slack, Microsoft Office365, Google Workspace, and printing/network issues
• Comfortable with tools like InTune for Windows and Jamf, Kandji, or Mosyle for macOS deployment, patching, and policy enforcement
• Basic Cross-Platform Support
• Familiarity with supporting Windows devices as needed
• Advanced Understanding of network basics: Ethernet and Wi-Fi troubleshooting, VPN usage, DNS/DHCP
• Proficient in using and optimizing IT ticketing tools (e.g., Jira Service Desk, Zendesk, or ServiceNow)
• Skilled in prioritizing, categorizing, escalating, and documenting incidents with an SLA-aware mindset
• Mastery of English reading and writing skills is required
• Experience with endpoint protection, encryption (FileVault), and basic compliance considerations
• Experience working with Okta for IAM/SSO, and Google Workspace for productivity apps
• Certifications (Nice to Have): Apple Certified Support Professional (ACSP), ITIL Foundation, CompTIA A+ or Security+

Benefits

• Parental leave
• Diversity and inclusion working groups
• Flexible working practices