Help Desk Agent - Night

asmexternalcareersite; San Antonio (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

ASM Research in San Antonio, TX is seeking an Enterprise AI Support specialist to provide world-class help desk assistance, troubleshoot remotely, and collaborate across teams.

The role requires 1+ year of support experience, US citizenship with the ability to obtain a secret clearance, and a willingness to work nights, weekends, and holidays on a rotating basis.

Qualifications

• Minimum 1 year in a help desk or technical support.
• US Citizenship and ability to obtain secret clearance.
• High School Diploma or equivalent.
• Available for rotating nights, weekends, and holidays.
• Strong written communication and multitasking skills.

Responsibilities

• Provide world-class support through customer tickets with timely resolutions.
• Troubleshoot issues remotely using 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.
• Night shift 11P-8A; weekend and holiday work on a rotating basis.

Skills

Help desk

Customer support

Analytical thinking

Communication

Team collaboration

Security clearance readiness

Education

High School Diploma

Tools

Salesforce

Datadog

Notion

JSON

Chrome Dev Tools

SQL

Splunk

Job description

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.