Technology Support Associate; AI Blended

Technology Support Associate (AI Blended)

Nationwide, United States | Posted on 07/30/2026

The Support Associate acts as the first point of contact for Technology-related issues throughout the entire company. The Technology Support Associate provides resolution to issues whenever possible and escalates issues to other members of the Business Technology team as necessary, ensuring exemplary customer service in every situation. Approximately 85% of this role is dedicated to core Technology support responsibilities, with the remaining 15% dedicated to providing frontline (Tier
1) support for the company's enterprise AI tools- assisting employees with access, accounts, and common how-to questions, and escalating complex or governance-related issues to the AI Administrator.

Who you areYou're a pro at communicating on the page, on the phone, and electronically, including explaining technical solutions in a non-technical way. Managing multiple projects under time constraints is no problem for you, likely because of your keen attention to detail and problem-solving skills. You're great with people, which shows in your customer service and ability to diffuse stressful situations in a thoughtful manner.

You are always looking at the bigger picture of what is being presented to make sure you are solving the entirety of the problem facing the user, not just the apparent technical issue. You are also curious about and comfortable learning new technologies, including the company's enterprise AI tools, and you enjoy helping colleagues build confidence using them.

• Act as the first point of contact for all Technology-related issues within the company, responding to requests for technical assistance via phone and electronically.
• Respond to all inquiries promptly and with excellent customer service.
• Research answers to client questions using available information resources.
• Provide troubleshooting and resolution of software and technical issues when possible.
• Escalate Technology issues to the appropriate Technology department/personnel when unable to initially resolve.
• Document and track each issue through to resolution in a timely manner, ensuring that all initial contacts from internal customers are resolved.
• Troubleshoot reported problems by recreating the issue, performing root cause research, and testing possible solutions.
• Maintain an up-to-date level of knowledge with regards to technology, in particular systems and devices actively in use by the company.
• Work with Technology vendors in a professional manner.
• Remotely support for PC and non-PC devices, including printer, mobile phones when possible.
• Provide administrative support to the Technology team as required.
• Assist as needed with new initiatives within the Technology department.
• Assist with network administration (remotely).
• Troubleshoot equipment problems to the best of ability (remotely).
• Other duties, responsibilities, and special projects as assigned.

• Serve as the first point of contact for employee questions related to enterprise AI tool access, accounts, and approved use cases (e.g., Claude Enterprise and Microsoft 365 Copilot).
• Log, triage, and resolve AI tool support requests through the same ticketing system, service-level targets, and escalation tiers used for all other end-user support requests.
• Resolve common AI access and how-to issues using established Tier 1 runbooks and knowledge base articles, escalating complex or governance-sensitive issues to the AI Administrator.
• Assist with AI account provisioning and deprovisioning as part of standard employee onboarding and offboarding (joiner/mover/leaver)…