IT Helpdesk and Automation Specialist - Misty West

The IT & Automation Specialist keeps MistyWest 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're probably a great fit if...

• 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.

Accountabilities

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

Automation & Continuous Improvement

• 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.

What success looks like

• 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

Qualifications

• 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 technical skills while building expertise in automation, infrastructure, and operational systems.
• Knowledge of networking, routing, firewalls, and security (Network+ certification will be a plus).
• Comfortable writing Python scripts to automate repetitive tasks and integrate systems through REST APIs.
• Experience in SaaS management (Google Workspace, Asana, Slack, Bitwarden, etc.).
• Ability to install different operating systems (Microsoft Windows, Ubuntu Linux, and macOS)
• Experience with Azure and/or AWS
• Experience in Asana Task Management is an asset.
• Experience with hardware (assembling and repairing PCs, servers, and laptops) is a plus

Competencies

• Strong troubleshooting and problem-solving skills
• Excellent communication and interpersonal skills. Teammates are your clients, and you're expected to give them daily updates on the status of their tickets
• Service mindset: you treat helpdesk requests as the real product, not a distraction
• Curiosity and self-directed learning, especially around AI/ML and embedded systems
• Ability to work independently and as part of a team

Benefits

Why MistyWest?

You'll work alongside firmware, embedded systems, robotics, and AI engineers, giving you exposure to a broad range of technologies in a collaborative engineering environment.

As a small engineering consultancy, you'll also have an unusual level of ownership and influence. If you see a better way of doing something, you'll have the opportunity to build it—not just suggest it.

Total Rewards

• Full-time position (37.5 hours per week)
• Salary range: $60,000 – $75,000 annually, depending on experience and qualifications
• We are also open to considering a part-time arrangement contractor arrangement (approximately 30 hours per week) for the right candidate. Compensation, vacation, and benefits eligibility will be prorated accordingly.
• Extended health and dental benefits commence after 90 days of employment
• Two weeks of paid vacation annually
• Hybrid work environment with an expectation of regular in-office collaboration and the flexibility to work from home 1 day per week
• Professional development support and opportunities for continued learning