Help Desk

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.

These roles are night shift, 11P-8A. Please note this is a 24x7x365 help desk so candidates will be expected to work a weekend shift and holiday work will be required on a rotating basis.

Basic Qualifications

Minimum 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 (evenings, weekends, and holidays as needed)

Strong written communication, analytical thinking, and multitasking skills

US Citizen with the ability to obtain a secret security clearance

IAT level I certification (A+ or Network+) or able to obtain within 3 months

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

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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