Help Desk Technician (AI-Enabled Support)

Job Description Job Description Help Desk Technician (AI-Enabled Support) Department: Information Technology Reports To: IT Manager / Systems Administrator Employment Type: Full-Time Location: [On-site / Hybrid / Remote] Position Summary We are seeking a Help Desk Technician who combines strong traditional troubleshooting skills with hands-on experience using AI tools to accelerate issue resolution, automate repetitive tasks, and improve the end-user support experience. This role is ideal for someone comfortable working directly with end users while also using AI-assisted platforms (chatbots, ticket triage automation, scripting copilots, knowledge-base generation) to work faster and smarter. Key Responsibilities Provide Tier 1/Tier 2 technical support for hardware, software, network connectivity, and account access issues via phone, email, chat, and ticketing system Diagnose and resolve issues involving Windows OS, Microsoft 365, Active Directory/Entra ID, VPN, printers, and common business applications Use AI-powered tools (e.g., Copilot, ChatGPT, Claude, or internal AI assistants) to draft troubleshooting steps, summarize tickets, generate scripts, and speed up root-cause analysis Maintain and improve a knowledge base, using AI tools to help draft, organize, and update articles Identify opportunities to automate repetitive helpdesk tasks (password resets, account provisioning, routine diagnostics) using scripting (PowerShell) and AI-assisted automation Escalate complex issues to Tier 3/systems administrators with clear documentation Support onboarding/offboarding processes, including account creation and device setup Monitor and respond to tickets in a timely manner Educate end users on new AI tools and features rolled out across the organization Document recurring issues and recommend process improvements Required Qualifications 1–3 years of experience in a help desk, desktop support, or IT support role Working knowledge of Windows 10/11, Microsoft 365 (Outlook, Teams, SharePoint), and Active Directory Hands‑on experience using AI chat tools (ChatGPT, Copilot, Claude, Gemini, etc.) for real work tasks — not just casual use Comfortable writing or adapting basic scripts (PowerShell, batch) with AI assistance Strong written and verbal communication skills; able to explain technical issues to non‑technical users Ability to prioritize and manage multiple tickets simultaneously Customer‑service mindset with patience and professionalism Preferred Qualifications Experience with ticketing systems (ConnectWise, ServiceNow, Freshdesk, Zendesk) Familiarity with AI‑assisted IT automation platforms or AI‑driven ticket triage/routing tools Basic understanding of networking concepts (DNS, DHCP, VPN) Exposure to Exchange Online/Hybrid environments Experience prompting AI tools to generate documentation, SOPs, or training material Associate's degree or certification (CompTIA A+, Network+, or similar) AI Competency Expectations Candidates should be able to speak to specific examples of: Using AI tools to troubleshoot an unfamiliar error or issue Writing effective prompts to get accurate, actionable technical answers Using AI to summarize long threads/tickets into concise action items Generating or debugging a script with AI assistance Evaluating AI output critically rather than applying it blindly Physical/Work Requirements Ability to lift up to 25 lbs (workstation/equipment moves) Extended periods at a computer workstation On-call or after‑hours availability may be required for critical outages #J-18808-Ljbffr Mid Suffolk company