Help Desk Agent - Swing Shift

asmexternalcareersite; San Antonio (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

ASM Research is seeking a motivated Help Desk professional to join the Enterprise AI Support team in San Antonio, TX. The role involves resolving customer tickets, remote troubleshooting with AI-assisted tools, and contributing to process improvements.

The position requires 1 year of relevant experience, a high school diploma, and eligibility for a secret security clearance. Candidates should be adaptable to a rotating schedule, including evenings, weekends, and holidays.

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 citizenship with eligibility to obtain a secret security clearance
• IAT level I certification (A+ or Network+) or able to obtain within 3 months

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.
• Note: this is a 24x7x365 help desk, so weekends and holidays may be required.

Skills

Customer support

Technical troubleshooting

Written communication

Analytical thinking

Multitasking

Education

High School Diploma

Tools

Salesforce

Datadog

Notion

Stripe

Retool

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.
• Please note this a 24x7x365 help desk so weekends, holidays may be required.

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 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 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.