Senior Helpdesk Engineer

📋 Description

• Identify recurring ticket patterns and turn them into automated or AI-assisted resolutions
• Propose and prototype new automation or AI approaches to Helpdesk work; bring ideas forward rather
• Continuously evaluate what should move from 'a human resolves this' to 'a system resolves this
• Document what you automate so it survives past you. Future teammates shouldn't have to
• Be the escalation point for tickets that exceed Tier 1 scope: deeper troubleshooting, ambiguous
• Research unfamiliar problems independently. Read the docs, test a hypothesis, consult the right

🎯 Requirements

• 5+ years of IT support experience, including meaningful time past Tier 1. You've already handled
• A genuinely self-learning mindset: given an unfamiliar problem, you research it, form a hypothesis
• Real curiosity about AI and automation tooling. You don't need to have shipped a production agent
• Comfortable owning ambiguity and moving between queue work and project work without losing track of
• Hands-on with a modern endpoint/identity stack (JAMF, Intune, Okta, or comparable) and a modern
• Strong macOS and Windows troubleshooting fundamentals plus working knowledge of networking (DNS

🎁 Benefits

• Medical, dental, and vision benefits, with a generous employer contribution that helps keep your
• Company-paid life, short-term, and long-term disability coverage
• Generous PTO, holidays, and maternity/parental leave
• Employee Assistance Program (EAP): mental health, legal, childcare & eldercare, financial
• Voluntary benefits: accident, critical illness, hospital indemnity, identity theft, and legal
• Monthly wellness stipend for fitness, mental health, and well-being