AI-Powered Help Desk Technician — Smart, Fast IT Support

Mid Suffolk company; New York (NY); On-site; USD 45,000 - 70,000; Full time

Job summary

Mid Suffolk company is seeking a Help Desk Technician (AI-Enabled Support) to provide Tier 1/2 IT help desk support on-site in New York. The role blends traditional troubleshooting with AI-assisted workflows to accelerate issue resolution and knowledge-base generation.

You will work with end users, draft scripts with PowerShell, and leverage AI copilots to triage tickets, automate routines, and improve service delivery.

Qualifications

• 1–3 years of experience in a help desk or IT support role.
• Hands-on experience using AI chat tools for real work tasks, not just casual use.
• Comfortable writing or adapting basic scripts (PowerShell, batch) with AI help.

Responsibilities

• Provide Tier 1/2 support for hardware, software, network, and account access.
• Diagnose issues with Windows, M365, AD/Entra ID, VPN, printers, and business apps.
• Use AI tools to draft steps, summarize tickets, and speed root-cause analysis.
• Maintain and improve a knowledge base with AI-assisted articles.
• Automate repetitive tasks using scripting and AI automation.
• Escalate complex issues to Tier 3 with clear documentation.
• Assist onboarding/offboarding and device setup.
• Monitor tickets and respond promptly.

Skills

Windows 10/11

Microsoft 365

Active Directory/Entra ID

AI chat tools

PowerShell scripting

Communication

Ticketing systems

Multi-ticket management

Education

Associate's degree or certification (CompTIA A+, Network+, or similar)

Tools

ConnectWise

ServiceNow

Freshdesk

Zendesk

Job description

Mid Suffolk company is seeking a Help Desk Technician (AI-Enabled Support) to provide Tier 1/2 IT help desk support on-site in New York. The role blends traditional troubleshooting with AI-assisted workflows to accelerate issue resolution and knowledge-base generation.

You will work with end users, draft scripts with PowerShell, and leverage AI copilots to triage tickets, automate routines, and improve service delivery.