Senior Helpdesk Technician

About Rebel Athletic

At Rebel Athletic, we don’t just make apparel. We create confidence, empower performance, and redefine what it means to wear your passion.

Since 2012, we’ve disrupted the industry as the fastest growing cheer and performance wear brand in the world. Recognized by global brand consultancy Eat Big Fish as a Challenger Brand to Watch, Rebel is known for bold design, innovation, and unmatched custom craftsmanship.

From couture-inspired uniforms to elevated athleisure, we blend high fashion with high function. Every piece is built for athletes and performers who want to stand out, not blend in.

Founded by Karen Aldridge, Rebel started as a bold idea and grew into a global movement that celebrates creativity, individuality, and empowerment.

Our business is rooted in a made-to-order team and group orders. We partner directly with teams, gyms, studios, and program owners to design and produce custom uniforms, costumes, and performance apparel at scale. This collaborative approach brings each program’s vision to life through high-quality, fully customized pieces built for both performance and impact. Learn more about our offerings at https://www.rebelathleticcheer.com

At Rebel, we’re not just creating garments. We’re building a community of dreamers, doers, and disruptors who lead with purpose and aren’t afraid to shine.

About the Role

We’re searching for a Senior Helpdesk Technician who serves as the top-tier escalation point for technical issues across the company. This role provides advanced troubleshooting, mentors junior technicians, and ensures high-quality service delivery. The technician supports daily IT operations, system administration tasks, Microsoft 365 and Entra ID environments, endpoint management through Intune, and Freshservice ITSM processes. The ideal candidate is detail oriented, solutions focused on and committed to delivering reliable and responsive support to all employees.

Duties and Responsibilities

Helpdesk Operations and Support
• Provide Tier 2 and Tier 3 support across hardware, software, networking, and account issues
• Manage ticket queues and ensure timely, accurate resolution
• Support user onboarding, offboarding, and device setup
• Maintain detailed technical documentation and asset records

Microsoft 365 and Entra ID Administration
• Manage user lifecycle, permissions, licensing, and access controls
• Support MFA, conditional access policies, and identity troubleshooting
• Provide expertise across Teams, Exchange Online, SharePoint, and OneDrive

Device and Endpoint Management (Intune)
• Enroll and manage Windows, macOS, iOS, and Android devices
• Enforce endpoint compliance and security standards
• Troubleshoot device issues, repairs, updates, and configurations

Freshservice ITSM Administration
• Manage tickets, workflows, automations, and system configurations
• Improve ITSM processes to enhance support quality
• Maintain asset inventories, audit data, and lifecycle tracking

Application and Platform Support
• Provide support for Shopify, email security tools, and key SaaS applications
• Assist with system maintenance, patches, and updates
• Monitor and escalate security alerts as needed

Security and Training
• Support cybersecurity initiatives and user awareness programs
• Monitor endpoint security and address vulnerabilities
• Train employees on technology usage and IT best practices

Qualifications

• 3+ years of IT Helpdesk or Technical Support experience