Help Desk and AI Specialist

GBTA•Alexandria, VA

2d•$60,000 - $75,000•Remote

About The Position

The Help Desk and AI Specialist maintains the smooth operation of multi-user computer systems and provides technical and end-user support to all staff, including remote and international offices. They assist with research, analysis, troubleshooting and resolution of a variety of routine to moderately complex issues related to software, hardware, networks, operating systems, servers, desktops and peripheral equipment. In this role, the specialist will identify and support the use and adoption of AI-enabled tools and basic automation by assisting with data collection, prompt testing, documentation, and user support. They will be responsible for setting up administrator and service accounts, maintaining system documentation, tuning system performance, installing system-wide software, and allocating mass storage space. They will respond to requests (e-mail, phone), answer questions, gather information from users to assist with diagnosing and prioritizing problems, and coordinate ticket tracking and resolution management. At GBTA, we put people first – we value collaboration, innovation, and adaptability along with global diversity, respect and empathy. As a member of our team, you’ll have the opportunity to grow your skills and career in an entrepreneurial environment and make a meaningful impact on the industry and professionals we serve.

Requirements

Bachelor's degree in IT or related field experience.
3-7 years of IT support, systems administration, or automation engineering.
Proven experience with automation platforms.
Familiarity with APIs and basic scripting in Python, JavaScript, and Powershell.
Strong understanding of Microsoft 365 and Salesforce administration.
Excellent troubleshooting, documentation, and communication skills.
Ability to manage multiple priorities in a collaborative, remote work environment.
Experience with Windows Server 2022 or newer and Ubuntu Linux operating systems.

Nice To Haves

Proven experience implementing AI solutions across multiple systems and SaaS products.
Background in nonprofit, association, or event-driven organizations.
Knowledge of data privacy, compliance, and responsible AI practices.
Experience implementing and supporting Single Sign-On platforms.
Experience creating custom AI agents using Copilot Studio or ChatGPT and the ability to integrate those agents with other SaaS platforms.
Multi-lingual is a plus.

Responsibilities

Serve as the primary point of contact for IT support requests, ensuring timely resolution of software, hardware, and access issues.
Manage and maintain user accounts, permissions, and security settings across Microsoft 365, Salesforce, and other key systems.
Support onboarding and offboarding processes, ensuring proper access and equipment setup.
Monitor and perform regular maintenance of servers for optimum performance, escalate complex issues as needed, and coordinate with vendors or external IT partners.
Manage software packages and updates within Atera and inTune RMMs
Track and analyze recurring helpdesk issues to identify opportunities for automation or improved training.
Maintain SOPs as processes and systems are updated.
Troubleshoot issues across Exchange, SharePoint, and Teams environments.
Identify, design, and implement automation and AI-driven workflows across platforms such as Salesforce, Pardot, Cvent, Airtable, JotForm, & other systems as needed
Integrate automation tools like Zapier or API-based scripts to connect systems and eliminate manual tasks.
Utilize AI APIs (e.g., OpenAI, Azure AI, AWS Bedrock/Q, and PowerBI) to support data analysis, reporting, and content generation.
Maintain documentation for all automations and develop standard operating procedures for new workflows.
Partner with teams to train staff on responsible and effective use of AI tools.
Work cross-functionally with departments (Operations, Marketing, HR, Finance) to assess needs and build efficient technical solutions.
Develop and deliver internal training materials, workshops, and documentation for staff adoption of new systems and workflows.
Communicate complex technical ideas clearly to non-technical audiences.
Other duties as assigned.