Sr. Help Desk Technician

• Occasional Tier 1 support, especially to understand opportunities for automation.
• Provide Tier 2/Tier 3 support for complex hardware, software, endpoint, identity, and SaaS-related issues.
• Build, maintain, and improve internal AI-driven support tools and automation systems, including monitoring performance, updating workflows, and helping optimize end-user support experiences.
• Troubleshoot and support Windows and macOS operating systems in a business environment.
• Support collaboration, productivity, and cloud-based business applications.
• Serve as an escalation point for unresolved support requests and critical incidents.
• Identify repetitive support tasks and implement workflow improvements and automation, including AI agents, to reduce manual effort.
• Improve onboarding, offboarding, provisioning, ticket routing, and knowledge management processes.
• Assist with developing scalable self-service and support solutions.
• Contribute to operational documentation, process standardization, and service improvement initiatives.
• Utilize ticketing and IT service management platforms to manage support requests, escalations, and workflow tracking.
• Ensure accurate ticket documentation, prioritization, escalation, and resolution tracking.
• Assist with SLA management, service reporting, and operational metrics.
• Analyze recurring issues and recommend long-term improvements to reduce support volume and increase efficiency.
• Mentor junior technicians and contribute to overall team development.
• Collaborate with infrastructure, security, and engineering teams to improve operational workflows and end-user experience.
• Deliver exceptional customer service while communicating technical concepts clearly to non-technical users.

• Minimum of 4 years in IT support, help desk, or desktop support roles.
• Experience supporting both Windows and macOS environments in a business setting.
• Experience working within structured help desk or IT operations environments.
• Hands-on experience improving operational workflows, service processes, or support efficiency initiatives.
• Experience with Google Workspace and Microsoft Entra administration.

• Proficiency supporting cloud-based productivity and collaboration platforms.
• Experience with endpoint management and device administration tools.
• Experience with user provisioning and lifecycle management processes.
• Strong troubleshooting experience across hardware, software, networking, and SaaS applications.
• Experience with AI-enabled support tools, n8n workflows, Google Apps Script, Slack integrations, Jira automation, Claude Code, and Github (or similar systems).

• Familiarity with ITSM frameworks and IT service best practices.
• Experience contributing to workflow automation, service improvements, or operational scaling initiatives.
• Strong understanding of support documentation and knowledge management practices.

• Strong verbal and written communication skills.
• Excellent organizational and interpersonal skills.
• Strong analytical and troubleshooting abilities with a proactive approach to issue resolution.
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment.

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• A collaborative and inclusive work environment.
• If you are a proactive and innovative thinker who thrives in a fast-paced environment, we would love to hear from you! Please submit your resume and a cover letter detailing your relevant experience.

• Curative Health Plan (100% employer-covered medical premiums for you and 50% coverage for dependents on the base plan.) $0 copays and $0 deductibles (with completion of our Baseline Visit ) Preventive and primary care built in Mental health support (Rula, Televero, Two Chairs, Recovery Unplugged) One-on-one care navigation Chronic condition programs (diabetes, weight, hypertension) Maternity and family planning support 24/7/365 Curative Telehealth Pharmacy benefits
• $0 copays and $0 deductibles (with completion of our Baseline Visit )
• Preventive and primary care built in
• Mental health support (Rula, Televero, Two Chairs, Recovery Unplugged)
• One-on-one care navigation
• Chronic condition programs (diabetes, weight, hypertension)
• Maternity and family planning support

• Pharmacy benefits
• Comprehensive dental and vision coverage
• Employer-provided life and disability coverage with additional supplemental options
• Flexible spending accounts
• Flexible work options: remote and in-person opportunities
• Generous PTO policy plus 11 paid annual company holidays
• 401K for full-time employees
• Generous Up to 8–12 weeks paid parental leave, based on role eligibility.