IT Support Technician – Tier I AI Integration, Documentation & Knowledge Management Lead

IT Support Technician – Tier I

AI Integration, Documentation & Knowledge Management Lead

Company: iServ

Department:
Desktop Support / Managed Services

Schedule:

7:30 AM – 4:00 PM Eastern, with alternating weekend rotation

Reports To:

Desktop Support Management

At iServ, we believe exceptional technical support goes beyond answering calls and closing tickets. We are looking for individuals who take ownership, solve problems, share knowledge, and help improve how we deliver service.

The IT Support Technician – Tier I | AI Integration & Knowledge Management Lead combines frontline technical support with additional responsibilities focused on technical documentation, AI-assisted troubleshooting, cybersecurity awareness, and continuous improvement.

This position is designed for someone who demonstrates leadership through initiative, collaboration, accountability, and knowledge sharing rather than supervisory authority.

The successful candidate will serve as a frontline technical resource while helping build a stronger, more consistent, and better-documented Desktop Support operation.

• Provide professional technical support to iServ customers, emphasizing first-call resolution.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, network connectivity, printers, and common business applications.
• Diagnose basic DNS, DHCP, VPN, wireless, and connectivity issues.
• Manage assigned Connect Wise tickets, ensuring accurate notes, timely customer communication, and proper resolution documentation.
• Work collaboratively with Tier II, Advanced Services, and other technical teams to resolve issues.
• Participate in monitoring, incident response, and scheduled support coverage.
• Assist with occasional onsite technical support and equipment installations.
• Maintain customer satisfaction and follow established service-level expectations.

• Take the lead in identifying recurring technical issues that require documented solutions.
• Develop and maintain troubleshooting guides, knowledge base articles, and standard operating procedures.
• Work with Tier I, Tier II, and Advanced Services technicians to capture successful troubleshooting methods.
• Convert resolved tickets into reusable documentation when appropriate.
• Help establish consistent documentation standards within Connect Wise and approved knowledge management platforms.
• Review existing documentation and recommend updates when information becomes outdated.
• Encourage technicians to use existing documentation before escalating issues.
• Help identify knowledge gaps contributing to repeat tickets, unnecessary escalations, or extended resolution times.
• Collaborate with team leads and management to improve documentation quality and accessibility.

This role is not a supervisory or management position. Leadership is demonstrated by setting a positive example, sharing knowledge, supporting colleagues, and taking ownership of documentation improvements.

• Explore and evaluate approved AI tools that improve technical troubleshooting and customer support.
• Help develop AI-assisted troubleshooting guides and workflows.
• Identify repetitive support tasks that may benefit from scripting or automation.
• Assist management in evaluating AI-generated ticket summaries, documentation, and suggested resolutions.
• Work with the team to improve consistency and efficiency through AI-supported processes.
• Participate in pilot programs involving AI-based service desk tools.
• Ensure AI tools are used responsibly, following company security and customer confidentiality requirements.
• Measure and communicate the effectiveness of approved AI initiatives.