Senior Helpdesk Technician

A Day in the Job

• As a Senior IT Helpdesk Technician at Sonatype, no two days are exactly the same—but here’s what a typical day might look like:
•  Fielding and responding to helpdesk requests submitted via email, Slack, and our ticketing system, ensuring timely triage, resolution, or escalation in line with SLAs.
• Supporting both remote and onsite employees, assisting with access issues, device setups, application support, and general troubleshooting across Windows, macOS, and SaaS platforms.
• Documenting resolutions and runbooks for recurring issues to strengthen our knowledge base and improve future response times.
• Updating project statuses and task progress within Jira or Zendesk, collaborating with cross-functional teams on ongoing IT initiatives.
• Participating in weekly team check-ins and async updates to stay aligned with IT priorities, project deadlines, and ticket trends.
• Providing coverage for teammates during absences, ensuring continuity of support across all time zones where our employees operate.
• Managing hardware inventory and software licensing, including shipping devices to remote users, tracking asset status, and coordinating with vendors when needed.
• Identifying patterns in support tickets to recommend and implement improvements or proactive solutions that reduce recurring issues.
• Collaborating with security and compliance stakeholders to uphold IT policies and support secure, scalable practices.
• This role requires strong ownership, attention to detail, and a service-first mindset—our team only succeeds when you do.

Core Key Soft Skills

• Empathy & Patience - Understands user frustration, listens without judgment, and calmly guides them through issues — regardless of technical ability.
• Curiosity & Continuous Learning - Growth Mindset. Self-driven to explore, learn, and improve — whether it’s a new tool, an unfamiliar issue, or an opportunity to optimize a process.
• Strong Communication Skills - Explains complex technical problems clearly to non-technical users; adapts tone and approach depending on the audience.
• Accountability & Follow-Through - Takes ownership of issues from start to finish, keeps users informed, and doesn’t let things “fall through the cracks.”
• Emotional Intelligence Under Pressure - Maintains composure and professionalism during high-stress situations or when dealing with upset users.
• Team Collaboration & Mentoring - Actively supports colleagues, shares knowledge, and contributes to a culture of trust and mutual respect.
• Service-Oriented Mindset - Focuses on user experience, not just ticket closure — always aiming to resolve the root cause, not just the symptom.
• Communication - Fluency in the English language - spoken and written

Required Technical Skills (macOS-Centric & Cross-Platform)

• macOS Diagnostic & Support Expertise
• 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.
• Device Management Experience
• Comfortable with tools like InTune for Windows and Jamf, Kandji, or Mosyle for macOS deployment, patching, and policy enforcement.
• Experience supporting iOS and other Apple ecosystem devices is a plus.
• 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.
• IT Ticketing Systems & Support Processes
• 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.
• Security Awareness & Best Practices
• Enforces secure end-user behavior (e.g., MFA, passkey, phishing recognition, secure password practices).
• Familiar with endpoint protection, encryption (FileVault), and basic compliance considerations.

Certifications & Experience

• Experience: 4–6+ years in IT support, ideally in fast-paced software development and user-first environments with Windows and MacOS endpoints, 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+