Helpdesk Engineer

Fulfill software access requests across our SaaS estate using identity provider group membership and in-application playbooks

Execute new-hire onboarding and offboarding end to end: preparing and enrolling laptops, provisioning accounts and access, sending onboarding invitations, adding people to Slack channels and distribution lists, acting as the assigned first-day support contact for new joiners, and confirming equipment return on exit

Own a defined set of more technical requests as you ramp — creating and updating technical and service accounts, investigating MFA lockouts that go beyond a simple reset, triaging application errors to distinguish a genuine fault from a missing entitlement, and troubleshooting macOS and Windows issues at the operating-system level

Manage email distribution lists, the loaner equipment pool (chargers, mice, monitors, and event laptops), and on-site technical setup for meetings and company events

Recognize when a request belongs to another tier and route it promptly with clear context: identity and access governance, integration and automation build work, policy exceptions, and high-priority incident response all sit outside this role and belong with our specialist and engineering staff

Identify repetitive manual requests (access grants, group changes, onboarding/offboarding steps, distribution list updates, loaner tracking) and propose or build automations for them using JSM automation rules, JSM virtual agents and JumpCloud Workflows.

Build, test and maintain simple JumpCloud Workflows for routine lifecycle tasks, such as adding or removing users from groups, unbinding devices on suspension, and sending notifications. New workflows are created inactive and reviewed before activation.

Configure JSM request types, forms, queues and automation rules (auto-assignment, auto-triage, SLA reminders, canned responses, auto-close) so more requests are resolved at first touch with no manual handling.

Use data from the queue (ticket volume by request type, repeat issues, time to resolve) to prioritize what to automate next, and track the time saved.

Keep your tickets and documentation current against our service-level targets, and write up the fixes you find yourself repeating so the whole frontline can resolve them next time