Help Desk Specialist II/Help Desk Agent II - Day

What You’ll Do

As a valued member of the Enterprise AI Support team, you will:

• Provide world-class support through customer tickets, ensuring timely and accurate resolutions.
• Troubleshoot issues remotely using internal dashboards and generative AI tools.
• Identify opportunities to enhance systems, efficiency, and customer experience.
• Collaborate cross-functionally and share best practices to strengthen the knowledge base.
• Continuously learn and adapt to emerging technologies.
• Day shift is 7A-4P, Sun-Thurs or Tues - Sat. Please note that this is a 24x7x365 help desk so agent will be required to work holidays on a rotating basis.

Basic Qualifications

• Minimum 4 years of experience in a help desk, technical support, or customer support role
• Associates degree required, may consider additional years of experience in lieu of degree
• Flexibility to work a rotating schedule (evenings, weekends, and holidays as needed)
• Strong written communication, analytical thinking, and multitasking skills
• US citizen with ability to obtain a secret security clearance
• IAT level I certification (A+ or Network+)

Preferred Qualifications

• 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 an asset
• Tech-savvy, with the ability to learn and apply new tools quickly
• Excellent problem-solving and decision-making abilities

Professional Skills

• 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
• Team player who thrives in a collaborative, high-performing environment