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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr. Help Desk Technician - **Company:** Curative Inc. - **Location:** Austin, TX, United States - **Experience:** Expert - **Salary:** $95,000.0 - $110,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, JIRA, Business Software, Software as a Service, Cloud Computing, Collaborative Software, Github, Information Technology Operations, Knowledge Management, Azure Active Directory, Systems Integration, User Provisioning Software, Software Troubleshooting, Script Language, Information Technology, Slack, Nintex, Gsuite, Virtual Agents - **Published:** May 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c6f618aade2ba4d2 ## About the Role Do you have experience in macOS?, Do you have a Bachelor's degree?, (including Agentic AI-powered workflows) that reduce manual effort across the help desk function. The ideal candidate has approximately 4+ years of progressive IT support experience, including hands-on ownership of help desk tooling, workflow automation, knowledge management, endpoint administration, and service process optimization. This individual will help transform support operations from reactive ticket handling into scalable, automation-driven service delivery. This is a highly technical, process-oriented role focused on improving operational efficiency, reducing repetitive work, and enabling the broader IT organization to scale effectively., * 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. ## Description We are seeking a Senior Help Desk Technician with strong operational and automation experience to help scale and modernize IT support services. This role is designed for a highly capable technician who can both resolve complex support issues and build sustainable systems, * 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Stack Overflow: Community and AI](https://www.wearedevelopers.com/videos/600-stack-overflow-community-and-ai) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Cloud as the new mainframe: why the cloud hype does not reflect the dev reality](https://www.wearedevelopers.com/videos/797-cloud-as-the-new-mainframe-why-the-cloud-hype-does-not-reflect-the-dev-reality) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [ Dev Digest 213: Petrol Prices, Agentic Workflows, AI Skills and CODE100!](https://www.wearedevelopers.com/magazine/718-dev-digest-213-petrol-prices-agentic-workflows-ai-skills-and-code100) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)