Hybrid IT Support Associate – AI Tools & Automation

CAIS Group; New York (NY); Hybrid; USD 95,000 - 125,000; Full time

Job summary

CAIS Group in New York, NY is seeking an IT Support Associate to join our Corporate IT team. You will provide hands-on desktop and onsite support for our New York office, administer Microsoft 365 and endpoint management, and drive AI tool adoption across the business.

You will automate tasks, draft runbooks, and create training materials while growing into broader IT infrastructure responsibilities. This is an entry-level, individual-contributor role reporting to our IT Support Engineer.

Qualifications

• 1-3 years of experience in IT support, help desk, or desktop support.
• Experience with Microsoft 365 and Windows and/or macOS environments; exposure to Intune or Entra ID is a plus.
• Hands-on experience using AI tools (Claude, ChatGPT, Copilot, or similar) to solve real problems.
• Strong written communication and customer-service orientation.
• Based in or able to commute to New York, NY on a hybrid in-office schedule.
• Exposure to scripting or workflow automation (PowerShell, Python, Power Automate) is a plus.

Responsibilities

• Provide hands-on desktop, onsite, and deskside technical support for our New York office, including hardware setup, troubleshooting, and incident resolution. Resolve issues at the root cause where possible, not just the symptom.
• Analyze ticket trends to spot recurring issues, then propose and implement lasting solutions such as knowledge-base articles, configuration changes, automation, or process improvements.
• Support day-to-day administration of our Microsoft 365 environment, including Entra ID, Intune device management, and Conditional Access. Understand how identity, device, and access policies interact, and assess the downstream impact of changes before making them.
• Own the new-hire onboarding and employee offboarding process end to end. Map it, identify friction and risk points, and improve or automate it, from account provisioning and access to equipment deployment and recovery. Keep documentation audit-ready.
• Use AI tools (Claude, Copilot, ChatGPT) daily to automate routine support tasks, draft documentation, and build internal runbooks, using approved tools and sound judgment about the data you share with them.
• Partner with our IT Support Engineer to pilot and roll out AI-enabled workflows to the broader non-technical workforce, including training and how-to documentation. Gather feedback and track adoption.
• Support conference room A/V, meeting technology, and other in-office technical needs, working toward standardized room configurations and clear troubleshooting guides.
• Escalate and track issues through resolution, maintaining clear documentation in our ticketing system and communicating impact and options to stakeholders.

Skills

IT support

Microsoft 365

AI tools usage

Strong communication

Hybrid work

Scripting knowledge

Tools

Microsoft 365

Entra ID

Intune

PowerShell

Python

Job description

CAIS Group in New York, NY is seeking an IT Support Associate to join our Corporate IT team. You will provide hands-on desktop and onsite support for our New York office, administer Microsoft 365 and endpoint management, and drive AI tool adoption across the business.

You will automate tasks, draft runbooks, and create training materials while growing into broader IT infrastructure responsibilities. This is an entry-level, individual-contributor role reporting to our IT Support Engineer.