IT Helpdesk and Automation Specialist - Misty West

The IT & Automation Specialist keeps Misty West running while continuously improving how we work. You'll provide exceptional IT support to teammates, automate repetitive processes through scripting and APIs, and introduce practical AI solutions that reduce manual work across the company.

This isn't a traditional helpdesk position. Every support request is an opportunity to understand how our business works—and how it can work even better. We encourage experimentation with automation, AI, and scripting because we believe the best IT teams don't just solve problems—they eliminate them.

If you genuinely enjoy helping people, love making systems more efficient, and get excited by learning new technologies, you'll fit right in.

• You like figuring out how things work.
• You enjoy helping people solve problems.
• You automate repetitive tasks for fun.
• You're naturally curious about AI and emerging technology.
• You're always looking for a better way to do something.

Help Desk

• Provide friendly, responsive technical assistance to Westies: resolving common IT issues, installing software, and maintaining hardware. Helpdesk is the centre of gravity for this role. Supporting teammates quickly and kindly isn't a distraction—it's how you'll discover opportunities to automate, improve systems, and reduce future support requests.
• Create clear documentation and runbooks so knowledge becomes part of the company rather than residing with individuals.
• Coordinate work with developers, software technicians and software engineers to investigate, diagnose, and resolve high and critical priority issues.
• Perform a variety of software installations on request; give general support for various different types of end-users.
• Maintain a detailed inventory of all hardware and software. Keep an organized stock of IT assets. Work with the facilities manager to maintain the list.
• Prioritize work in the Asana task management system. Seek clarification on prioritization.
• Triage urgent and important work while managing expectations for lower priority IT tickets with kindness and clarity. By saying “no for now” to less urgent tasks when too busy. While also creating a clear path to resolution or postponement.
• Work with external IT Vendors/Suppliers for purchasing, support and troubleshooting.
• Create and modify user and email accounts; assist with technical onboarding of new employees and contractors.
• Follow the onboarding process for new hires and terminations
• Maintain backup systems and cloud use

• Identify repetitive manual work and build practical automations that improve efficiency.
• Develop Python scripts and API integrations across systems, including Google Workspace, Slack, Asana and Bitwarden. Solid working knowledge of Linux
• Experiment with AI and LLM-based tools to improve helpdesk workflows, documentation and internal knowledge sharing.
• Continuously simplify processes and eliminate manual work across the business.

• 80%+ end-user satisfaction with IT infrastructure
• For high-priority helpdesk tickets: 90% get a first response within 1 business day
• For high-priority helpdesk tickets: 90% are resolved within 1 week
• At least one automation or AI-assisted IT tool shipped per quarter that measurably reduces helpdesk load
• Documentation for every major recurring issue is created within one week of resolution.
• Reduce repetitive manual IT work by identifying and automating at least one process each quarter.
• Maintain accurate IT asset inventory at all times.

Requirements

• Diploma or degree in computer science, information technology, electrical/computer engineering, or a related field.
• At least 1-3 years of experience in a relevant role.
• Genuine enthusiasm for helpdesk work. You find satisfaction in unblocking teammates quickly and kindly.
• You're the kind of person who regularly thinks, "There has to be a better way to do this."
• Experience with or strong interest in leveraging LLMs (Claude, OpenAI APIs, etc.) for automation, and willingness to learn ML fundamentals.
• Exposure to embedded systems and engineering teams provides opportunities to broaden your…