Helpdesk Engineer

Sonar, Austin, Texas

The role

In this full-time Helpdesk Engineer role within Sonar’s End-User Technologies squad, you will keep our global workforce productive by delivering reliable technical support and continuously improving the employee IT experience. You will independently own and resolve technical requests across identity, endpoints, and SaaS applications from investigating complex, MFA and access issues to troubleshooting operating-system and application faults, while supporting end-to-end onboarding, offboarding, and day-to-day service delivery

What you will do

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

What you need

3-5 years of hands-on experience in a helpdesk, service desk, desktop support, or IT support role, ideally at a fast-moving company with a distributed workforce
Demonstrated experience running onboarding and offboarding workflows, including laptop preparation and enrollment, account creation, access provisioning, and equipment recovery
Deep troubleshooting ability on macOS, Linux, and Windows endpoints; covering device enrollment, password and MFA problems, peripherals, conferencing hardware, and common application faults
Comfort working a queue in an ITSM platform (Jira Service Management preferred) against defined response and resolution targets
An automation-first mindset: you notice when you've done the same task three times and ask whether it should be a rule or workflow or an AI agent.
Sound judgment about your own limits: you resolve complicated requests independently while maintaining security boundaries and application guardrails.
Clear, patient, written and verbal communication with technical and non-technical colleagues, and the discipline to record what you did and why. You see effective documentation as an integral part of a well running team.

In-office culture

We're intentional about this. We believe the best teams are built in the room together. Four anchor days — Mondays, Tuesdays, Wednesdays and Thursdays — create the collaboration rhythm that makes a hub office worth having.

Candidates need to be genuinely based in the location the role is posted — if that's not where you are today, we're happy to support relocation for the right person.

We Value Diversity, Equity, and Inclusion

At Sonar, we believe that our diversity is our strength. We are a global company that values and respects different backgrounds, perspectives, and cultures.

All offers of employment at Sonar are contingent upon the precise results of a comprehensive background check and reference verification conducted before the start date.

We do not currently support visa candidates in the US.

Applications that are submitted through agencies or third party recruiters will not be considered.

Helpdesk Engineer

The role

What you will do

Helpdesk Engineer

The role

What you will do

What you need

We Value Diversity, Equity, and Inclusion

About Sonar

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