Help Desk Agent

About the role

Launch your IT career supporting enterprise AI in an onsite position in San Antonio, TX. This is a 24x7x365 help desk role that may require working weekends, holidays, and rotating shifts (day, swing, and night).

Responsibilities

• 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.

Requirements

• 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 citizenship with eligibility 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.

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

Pay

Compensation range: $18-$20/hr.