Help Desk Agent - Day

ASM Research • San Antonio, TX

9d

About The Position

As a valued member of the Enterprise AI Support team, the Help Desk Agent provides customer support through tickets and remote troubleshooting. The role uses internal dashboards and generative AI tools to resolve issues and identify improvements to systems, efficiency, and customer experience. The agent collaborates across teams, shares best practices to strengthen the knowledge base, and adapts to emerging technologies. This is a 24x7x365 help desk, so weekends and holidays may be required, and the role requires flexibility to work a rotating schedule, including evenings, weekends, and holidays as needed.

Requirements

• At least 1 year of experience in a help desk, technical support, or customer support role.
• High school diploma or equivalent.
• Flexibility to work a rotating schedule, including evenings, weekends, and holidays as needed.
• Strong written communication, analytical thinking, and multitasking skills.
• U.S. citizenship and eligibility to obtain a secret security clearance.
• IAT Level I certification (A+ or Network+) or ability to obtain it within 3 months.
• Analytical and solution-oriented mindset.
• Excellent communication and interpersonal skills.
• Adaptability and flexibility in a fast-paced environment.
• High attention to detail and precision in troubleshooting.
• Ability to work collaboratively in a high-performing team.

Nice To Haves

• Technical or customer support experience in a digital or SaaS environment.
• Proficiency with Salesforce, Datadog, Notion, Stripe, or Retool.
• Familiarity with SQL, Splunk, domains, Chrome Developer Tools, and JSON.
• Post-secondary education in Technology, Computer Science, or a related field.
• Tech-savvy, with the ability to learn and apply new tools quickly.
• Excellent problem-solving and decision-making abilities.

Responsibilities

• Provide support through customer tickets, ensuring timely and accurate resolutions.
• Troubleshoot issues remotely using internal dashboards and generative AI tools.
• Identify opportunities to improve systems, efficiency, and customer experience.
• Collaborate cross-functionally and share best practices to strengthen the knowledge base.
• Continuously learn and adapt to emerging technologies.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED