Help Desk Technician; AI-Enabled Job New York New York USA,IT/Tech

Position: Help Desk Technician (AI-Enabled Support)
Location: New York

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 , 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 (Power Shell) 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 (Power Shell, 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 (Connect Wise, Service Now, 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

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