Senior Helpdesk Engineer

The Basics

This Senior Helpdesk Engineer will work directly with a talented team of IT and security professionals. This role will also have the opportunity to learn new technologies, including Tanium's product.

The Senior Helpdesk Engineer is crucial to ensuring that IT and Tanium's employees have the access and resources to complete their mission. The right candidate will enjoy working closely with our end-users, which includes developers, engineers, sales, and support staff. A successful candidate will also enjoy working for a company that is focused on quality and ensuring the long-term success of Tanium.

This is a hybrid position, which will require in person attendance several days each week in Tanium's Durham, NC office.

What you'll do

• Remote and Onsite Support: Provide timely and effective technical support to employees both remotely and in person, prioritizing organizational security, user satisfaction, and seamless business continuity.
• Expert Troubleshooting: Diagnose and resolve hardware and software issues across Windows, macOS, iOS, and Android devices, deploy essential updates and patches, and maintain optimal device performance in adherence to security standards
• User Account Management: Manage employee onboarding and offboarding by securely handling user accounts and access permissions, ensuring prompt setup and deactivation in line with security protocols
• Documentation and Knowledge Management: Develop, update, and maintain comprehensive documentation, including troubleshooting guides, Standard Operating Procedures (SOPs), and end-user resources that reflect current best practices and evolving technologies
• Ticketing and Service Delivery: Manage helpdesk tickets from assignment to resolution ensuring thorough documentation, timely communication, high-quality work, and clear resolution notes. Monitor performance against Service Level Agreements (SLAs) and provide data-driven insights for continuous improvement and service automation
• Support for Conferencing and Collaboration Tools: Provide advanced troubleshooting and user support for conferencing platforms such as Zoom and Microsoft Teams, as well as other essential collaboration technologies supporting remote and hybrid work environments
• Asset Management and Device Imaging: Administer the full lifecycle of IT hardware and software assets, including setup, deployment, inventory tracking, and recovery, ensuring all devices are configured, assigned, and documented for compliance and audit purposes
• A/V and Event Support: Maintain the operational readiness of conference rooms and manage the setup and troubleshooting of equipment for meetings, webinars, and organizational events
• Project Participation: Actively contribute to assigned IT projects, supporting initiatives that enhance technological innovation, optimize service delivery, and advance organization's overall IT strategy

We're looking for someone with

Education

• Bachelor's Degree or equivalent work experience

Experience

• Minimum 3-5 years of relevant technical support experience
• Proven problem-solving capabilities with expertise in supporting and troubleshooting both Windows and macOS environments, including common productivity and collaboration software
• Hands-on experience with user and group management in Microsoft 365 and Active Directory environments
• Familiarity with basic networking concepts such as DNS, DHCP, VPNs, and TCP/IP, with the ability to diagnose and resolve common connectivity and access issues
• Experience using ticketing systems (ServiceNow preferred) to document, track, and close support requests
• Exposure to cybersecurity fundamentals, including secure endpoint management, vulnerability management, and compliance standards
• Practical knowledge of endpoint protection and MDM solutions
• Experience supporting remote users, SaaS-based productivity suites, and cloud identity management platforms
• Experience providing executive and VIP support

Core Competencies

• Demonstrates initiative and motivation
• Excellent oral and written communication skills
• Team player
• Person of high ethics and integrity
• Ability to work in a fast-paced, changing environment

Other Requirements

• A willingness to occasionally travel, as required, for events and offsite support needs
• Flexibility to work in a fast-paced, ever-evolving environment

About Tanium

Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, and managed service providers to help customers realize the full potential of their IT investments. Tanium has been named to the Forbes Cloud 100 list for nine consecutive years and ranks on the Fortune 100 Best Companies to Work For. For more information on The Power of Certainty, visit www.tanium.com and follow us on LinkedIn and X.

On a mission. Together.

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.

We are an organization with stakeholders around the world and it's imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things.

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.

What you'll get

The annual base salary range for this full-time position is $50,000 to $145,000. This range is an estimate for what Tanium will pay a new hire. The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. This position is classified as non-exempt and eligible for overtime pay as required by law.

In addition to an annual base salary, team members will receive equity awards and a generous benefits package consisting of medical, dental and vision plan, family planning benefits, health savings account, flexible spending account, transportation savings account, 401(k) retirement savings plan with company match, life, accident and disability coverage, business travel accident insurance, employee assistance programs, disability insurance, and other well-being benefits.

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