Associate Specialist, Technical Support
About The Position
We are seeking a proactive Associate Specialist, Technical Support with a focus on Generative AI and Microsoft Copilot. In this dynamic role, you will be responsible for delivering comprehensive technical assistance and operational support aimed at facilitating the seamless adoption and effective use of AI-powered productivity tools across the enterprise. Your primary duties will include providing tier-1 and tier-2 technical support for Microsoft Copilot and related AI solutions, addressing and resolving user inquiries and technical issues as they arise. You will play a key part in user enablement by conducting engaging onboarding sessions, creating and maintaining detailed training materials, and delivering hands-on guidance to help users maximize the benefits of AI features within M365 apps such as Teams, Outlook, Word, Excel, and PowerPoint. Your responsibilities will also encompass maintaining up-to-date knowledge base articles and FAQs to ensure users have access to accurate and helpful information regarding AI tools and their capabilities. In addition to direct user support, you will monitor adoption and usage metrics, analyze trends, and provide actionable insights to leadership to inform strategic decisions regarding AI tool deployment and optimization. Collaboration with IT and security teams is essential to uphold data governance and compliance standards, ensuring the responsible and secure implementation of AI solutions. To excel in this role, you must stay abreast of the latest Copilot updates and generative AI trends, positioning yourself as a go-to resource and advocate for AI-driven productivity within the organization.
Requirements
- High School diploma
- 1+ years of experience in technical support or end-user services.
- Familiarity with Microsoft 365 ecosystem and AI-powered productivity tools.
- Strong problem-solving and communication skills.
- Ability to create clear documentation and deliver user training.
Nice To Haves
- Experience with Generative AI tools (Copilot, Azure OpenAI, ChatGPT).
- Knowledge of enterprise security and compliance frameworks.
- Exposure to ITIL processes and service management tools.
Responsibilities
- Deliver tier-1 and tier-2 technical support for Microsoft Copilot and related AI solutions.
- Troubleshoot issues within M365 apps (Teams, Outlook, Word, Excel, PowerPoint).
- Conduct user onboarding sessions and create training materials.
- Maintain knowledge base articles and FAQs for AI tools.
- Monitor usage and adoption metrics; provide insights to leadership.
- Collaborate with IT and security teams to ensure compliance with data governance standards.
- Stay current on Copilot feature updates and Gen AI trends.
Benefits
- We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits .
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
