Senior Ticket Operations Jobs in Bothell, WA (NOW HIRING)

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Updater is hiring an IT Engineer for our IT team. This role will serve as the first point of contact at the Updater Helpdesk, lead our IT knowledge management program — building documentation for both human readers and the AI assistants our employees rely on every day — and own Tier 2 systems administration across our SaaS stack. The role reports to the Director, IT & Business Process Transformation.

This role is well-suited for an IT professional who takes pride in turning a messy troubleshooting session into a clean, reusable document, treats every helpdesk ticket as a relationship rather than a chore, and is genuinely curious about how AI tools can make IT support better — for the employees we serve and for the people doing the work.

Helpdesk Operations

• Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication.
• Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), , Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.
• Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to keep the Helpdesk auditable.
• Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management).
• Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re-resolved one ticket at a time.

• Lead Updater's IT knowledge management program — establishing the standard for how IT documents what it knows and driving adoption across the team.
• Take ownership of our Confluence and Helpdesk knowledge bases: runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user-facing help articles.
• Author documentation that is structured, consistent, and machine-readable, so that both employees and the AI assistants they use (Claude, ChatGPT, Copilot, Gemini) can reliably retrieve and apply it.
• Partner with the Director, IT & Business Process Transformation, on the AI at Updater Confluence space and the AI Education Resource Hub, ensuring that IT-authored content serves as a canonical reference for the company.
• Treat every ticket and every system change as a documentation opportunity — capture what was learned, publish it, and reduce the long-tail rate of repeated questions.
• Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves.

• Grow into hands-on administration of Updater's SaaS stack, including Okta (group, rule, and policy management), Google Workspace, Slack Enterprise Grid, Atlassian (Jira and Confluence), Zoom, Iru, Microsoft Intune and Freshservice.
• Execute routine SaaS administration tasks — provisioning, de-provisioning, license management, permission changes, and lifecycle hygiene — with accuracy and a documentation-first habit.
• Support change management and access reviews in partnership with the IT Systems Architect and the Security team, contributing to Updater's ISO 42001 certification posture.
• Assist with rollout, configuration, and ongoing administration of new SaaS tools as Updater's environment evolves.

• 1–3 years of IT support, helpdesk, or end-user technology experience in a professional environment (internships, MSP, or college IT roles count).
• Working familiarity with end-user support across macOS and Windows.
• Hands-on exposure to at least some of: an identity provider (Okta or equivalent), Google Workspace administration, Slack, Atlassian (Jira / Confluence), and an ITSM platform (Freshservice, ServiceNow, Zendesk, or similar).
• Demonstrated ability to write clear technical documentation — work samples, internal wiki contributions, or published help articles.
• Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as part of day-to-day work.
• Excellent communication skills, verbal and written, with the ability to translate technical concepts for non-technical audiences.
• Familiarity or experience with AI governance frameworks, AI red-teaming, or AI-enabled application development.

• Hands-on familiarity with macOS and Windows endpoint environments.
• Working knowledge of identity management (Okta or equivalent), Google Workspace, Slack Enterprise, Atlassian (Jira and Confluence), and ITSM platforms (Freshservice, ServiceNow, Zendesk, or similar).
• Ability to author structured, machine-readable documentation for both human and AI consumption.
• Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as a standard part of daily workflows.
• Bonus: scripting exposure (Bash, Python, PowerShell); compliance exposure (SOC 2, ISO 27001, ISO 42001, NIST); prior ownership of a knowledge base or documentation program.
• Relevant certifications a plus: CompTIA A+, Network+, Google Workspace Administrator, Okta Certified Professional, ITIL Foundation, or similar.

• You treat the Helpdesk as the front door of IT, and you want to be the person standing at it. End-user empathy and clear communication come naturally to you across every level of the company.
• You are a strong technical writer. You can take a debugging session you just ran and turn it into a document that someone else — or an LLM — can follow without you in the room.
• You see AI tools as a working partner, not a threat. You are curious about how to make documentation, runbooks, and IT processes more useful with AI.
• You are organized and detail-oriented. Tickets, documentation, and access records all reflect your care for accuracy.
• You are a self-starter who prefers to be pointed in a direction and given freedom to figure it out, and you ask questions when you need to.
• You are intellectually curious and quick to learn anything.
• You want to grow. You are looking for a role that begins at the Helpdesk and stretches into real SaaS administration over time.

Compensation

This posting is anticipated to remain open until 7/31/2026. The new hire salary range for this position is $80,000 - $100,000 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines.