Sr. Help Desk Technician

Key Responsibilities

• 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.
• 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.
• Aid in 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.

Qualifications & Experience

• 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.
• Technical Skills: 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).
• ITSM & Operations: 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.
• Communication & Problem-Solving: 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.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.