IT Support Specialist L1 – AI and Platform

This role is the go-to resource for day-to-day technology support across our organization and for the clients who use our proprietary client portal, a platform we built in-house that connects with systems such as Salesforce and SAP.

AI is central to where we are headed. Over the next year, we will be bringing AI tools, starting with Microsoft Copilot, into everyday work across the company. The person in this role will help lead that adoption: learning the tools, supporting colleagues as they get comfortable with them, and helping the team get real value from them.

• 2+ years of experience in IT support, help desk, or a similar technical role.
• Working knowledge of AI tools and a strong interest in applying them, including hands-on experience using AI to build, automate, or solve problems (for example, AI-assisted or "vibe" coding, prompt-driven workflows, or low-code automation).
• Experience supporting Microsoft 365, user accounts, and common hardware and peripherals.
• Comfort troubleshooting web applications, user access, and authentication issues.
• Experience working in a ticketing system and to service levels.
• Experience with Microsoft Copilot (preferred).
• Exposure to Salesforce, SAP, or other ERP/CRM platforms (preferred).
• Basic understanding of APIs, integrations, and how data moves between systems (preferred).
• Experience writing knowledge base articles or training content (preferred).
• Associate degree, technical or trade school training, or relevant IT certifications (preferred).

• Provide hands-on support to employees across the company, from the production floor to the executive team.
• Set up new employees with accounts, devices, and system access, and help with logins and password changes.
• Support Microsoft 365 applications and user accounts.
• Install and troubleshoot printers, print drivers, and other hardware and peripherals.
• Handle routine administrative tasks so the IT Manager can focus on higher-level work.

• Help roll out Microsoft Copilot and other AI tools across the organization.
• Learn the tools in depth, configure them, and help colleagues use them in their daily work.
• Find practical ways AI can save time or improve processes and bring those ideas to the IT Manager.
• Support the setup and content of an AI-powered chatbot that helps portal users resolve common questions on their own.

• Serve as the first point of contact for portal questions and issues submitted by email, phone, and our ticketing system.
• Walk users through finding information and completing tasks in the portal.
• Investigate missing or incorrectly displayed items and resolve them, or upscale them with clear documentation.
• Manage portal user access, permissions, reporting access, password resets, authentication issues, and API token requests.
• Perform first-level troubleshooting of API connections and data flow between the portal and connected systems.
• Take part in client onboarding and go-live activities, including testing, user setup, and early hands-on support.

• Log, prioritize, and track requests in our help desk platform, and meet defined response and resolution service levels.
• Build and maintain a knowledge base of help articles, FAQs, and how-to guides for employees and portal users.
• Create training materials and deliver training on new tools and systems.

• Look beyond the ticket queue for recurring problems and better ways of working.
• Bring improvement ideas to the IT Manager and help carry out approved changes.