Senior Help Desk Technician

Job title: Senior Help Desk Technician

About the Role Curative is 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 that reduce manual effort across the help desk function.

What You'll Do

• 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.

What We're Looking For

• 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; endpoint management and device administration tools; user provisioning and lifecycle management; strong troubleshooting 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).
• ITSM & Operations: Familiarity with ITSM frameworks and service best practices; experience contributing to workflow automation, service improvements, or scaling initiatives; strong understanding of support documentation and knowledge management.
• Communication & Problem-Solving: Strong verbal and written communication skills; excellent organizational and interpersonal skills; strong analytical and troubleshooting abilities with a proactive approach; 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.

Nice to Have

• Not specified

Compensation & Benefits

• Salary: Competitive salary and benefits package.
• Perks: 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 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, hyp)