Help Desk Technician

AI Support Analyst

Location: Remote (U.S.)

Start Date: June 22

Type: Contract (with potential for conversion)

Pay Rate: $45/hr

Position Summary

The AI Support Analyst provides front-line support to employees using AI tools. This role serves as a subject matter expert for AI-related questions, troubleshooting, and adoption support, helping drive effective and confident use of AI across the organization.

Key Responsibilities

• Provide Tier 1 and Tier 2 support for AI applications and tools
• Respond to employee questions regarding AI tools, features, and functionality
• Troubleshoot access, configuration, and usage issues
• Document support tickets, resolutions, and knowledge base articles
• Conduct AI office hours and live support sessions
• Escalate complex technical issues to engineering teams as needed
• Track recurring issues and recommend process or product improvements
• Develop and maintain FAQs, guides, and support documentation

Qualifications

• Associate’s or Bachelor’s degree preferred
• 2+ years of IT support, help desk, or technical training experience
• Familiarity with AI platforms and basic prompt engineering concepts
• Strong customer service and communication skills
• Experience with ticketing systems such as ServiceNow or Jira