Sr. Help Desk Technician
$95,000–$110,000 year
On-siteAustin, Texas, United States
Job Summary
Resolve complex Tier 2/3 hardware, software, endpoint, identity, and SaaS issues while providing occasional Tier 1 support to identify automation opportunities. Build, maintain, and optimize internal AI-driven support tools, including Agentic AI workflows, to reduce manual effort and improve end-user experiences. Troubleshoot Windows and macOS operating systems, manage cloud-based collaboration platforms, and serve as an escalation point for critical incidents. Implement workflow improvements for onboarding, offboarding, ticket routing, and knowledge management using ITSM platforms and automation tools like n8n and Slack integrations. Mentor junior technicians and collaborate with infrastructure and engineering teams to standardize processes and enhance operational efficiency.
Required Qualifications
- 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
- This is an onsite position located in Austin, TX
Desired Qualifications
- 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
- 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
- If you are a proactive and innovative thinker who thrives in a fast-paced environment, we would love to hear from you
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