Technology Support Associate (AI Blended)

Job Description Summary The Support Associate acts as the first point of contact for Technology-related issues throughout the entire company. The Technology Support Associate provides resolution to issues whenever possible and escalates issues to other members of the Business Technology team as necessary, ensuring exemplary customer service in every situation. Approximately 85% of this role is dedicated to core Technology support responsibilities, with the remaining 15% dedicated to providing frontline (Tier 1) support for the company’s enterprise AI tools—assisting employees with access, accounts, and common how-to questions, and escalating complex or governance-related issues to the AI Administrator. Who you are You’re a pro at communicating on the page, on the phone, and electronically, including explaining technical solutions in a non-technical way. Managing multiple projects under time constraints is no problem for you, likely because of your keen attention to detail and problem-solving skills. You’re great with people, which shows in your customer service and ability to diffuse stressful situations in a thoughtful manner. You are always looking at the bigger picture of what is being presented to make sure you are solving the entirety of the problem facing the user, not just the apparent technical issue. You are also curious about and comfortable learning new technologies, including the company’s enterprise AI tools, and you enjoy helping colleagues build confidence using them. What you’ll do Core Technology Support Responsibilities (approximately 85% of the role) Act as the first point of contact for all Technology-related issues within the company, responding to requests for technical assistance via phone and electronically. Respond to all inquiries promptly and with excellent customer service. Research answers to client questions using available information resources. Provide troubleshooting and resolution of software and technical issues when possible. Escalate Technology issues to the appropriate Technology department/personnel when unable to initially resolve. Document and track each issue through to resolution in a timely manner, ensuring that all initial contacts from internal customers are resolved. Troubleshoot reported problems by recreating the issue, performing root cause research, and testing possible solutions. Maintain an up-to-date level of knowledge with regards to technology, in particular systems and devices actively in use by the company. Work with Technology vendors in a professional manner. Remotely support for PC and non-PC devices, including printer, mobile phones when possible. Provide administrative support to the Technology team as required. Assist as needed with new initiatives within the Technology department. Assist with network administration (remotely). Troubleshoot equipment problems to the best of ability (remotely). Other duties, responsibilities, and special projects as assigned. AI Support Responsibilities (approximately 15% of the role) Serve as the first point of contact for employee questions related to enterprise AI tool access, accounts, and approved use cases (e.g., Claude Enterprise and Microsoft 365 Copilot). Log, triage, and resolve AI tool support requests through the same ticketing system, service-level targets, and escalation tiers used for all other end-user support requests. Resolve common AI access and how-to issues using established Tier 1 runbooks and knowledge base articles, escalating complex or governance-sensitive issues to the AI Administrator. Assist with AI account provisioning and deprovisioning as part of standard employee onboarding and offboarding (joiner/mover/leaver) workflows, following documented procedures. Support end-user AI software on company devices—such as Microsoft 365 Copilot in desktop applications and approved browser-based tools—coordinating updates and troubleshooting through existing device management tooling. Point employees to self-service resources and AI training materials, helping them resolve routine questions independently. Contribute to and help maintain AI tool FAQs and knowledge base articles, flagging recurring issues and gaps to the AI Administrator. Requirements What you’ll bring High School diploma or equivalent required. Minimum of 2 years’ experience in remote Technology support at an enterprise corporate level Knowledge of mobile device configuration and support (Apple and Android). Required experience in supporting Mac OS laptops and iOS devices, preferably with JAMF Device Management Utility. Experience with Active Directory preferred. Experience with Zoom communication platform. Excellent customer service. Ability to handle sensitive and challenging support situations with a calm and methodical approach. Experience working with Executives and sensitive Technology situations. Excellent verbal and written communication skills. Proven ability and desire to learn new software systems. Interest in and willingness to learn enterprise AI tools such as Claude Enterprise and Microsoft 365 Copilot; prior exposure a plus. Basic understanding of user account and access concepts (provisioning, deprovisioning, and role-based access) as they apply to SaaS and AI platforms. Comfort following documented runbooks and knowledge base procedures to resolve support requests consistently. Additional Information for Remote Role Work Hours: Must be flexible to work in different time zones to align with the company’s operational hours. Communication: Strong internet connection and reliable communication tools are essential. Remote Work Environment: Must have a dedicated workspace free from distractions to ensure productivity. Cultural Sensitivity: Ability to work effectively with a diverse team and understand cultural differences. Benefits Full-time position Work from Home Prepaid Medicine: Your health is our priority! Life Insurance: Peace of mind for you and your loved ones! Indefinite-Term Labor Contract: Stability and all legal benefits included!