Help Desk Agent — San Antonio, TX at ASM Research

About the Role

As a valued member of the Enterprise AI Support team, you will provide world-class support through customer tickets, ensuring timely and accurate resolutions. You will troubleshoot issues remotely using internal dashboards and generative AI tools, while identifying opportunities to enhance systems, efficiency, and the overall customer experience.

This role requires you to collaborate cross-functionally and share best practices to strengthen the knowledge base. You will continuously learn and adapt to emerging technologies in a fast-paced environment. Please note that this is a 24x7x365 help desk position, so flexibility to work a rotating schedule including evenings, weekends, and holidays is required.

Compensation

Compensation for this position ranges from $18.65 to $22.02 per hour. This range is a general guideline based on factors such as location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. Monetary compensation is one component of ASM's overall compensation and benefits package.

Equal Opportunity Employer

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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 these protected characteristics. All decisions on employment are made to abide by the principle of equal employment.

Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions of this job. The physical requirements described in the full job description are representative of those which must be met by an employee to successfully perform the primary functions.

Work location

Work model: On-site

1451, Pasadena Street, Los Angeles Heights - Keystone, San Antonio, Bexar County, Texas, 78201, United States

San Antonio, Texas

Key Responsibilities

check_circleProvide world-class support through customer tickets with timely and accurate resolutions
check_circleTroubleshoot issues remotely using internal dashboards and generative AI tools
check_circleIdentify opportunities to enhance systems, efficiency, and customer experience
check_circleCollaborate cross-functionally and share best practices to strengthen the knowledge base
check_circleContinuously learn and adapt to emerging technologies
check_circleWork rotating schedules including evenings, weekends, and holidays as required

Requirements

verifiedMinimum 1 year of experience in help desk, technical support, or customer support role
verifiedHigh School Diploma or equivalent
verifiedUS citizenship with eligibility to obtain a secret security clearance
verifiedIAT level I certification (A+ or Network+) or able to obtain within 3 months

Nice to Have

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. Tech-savvy with the ability to learn and apply new tools quickly.

Skills, education and keywords

Skills: Help Desk, Technical Support, Customer Support, A+, Network+, Salesforce, Datadog, Notion, Stripe, Retool.

Education: High School Diploma or equivalent required.

Frequently asked questions about Help Desk Agent - Day at ASM Research

What does a Help Desk Agent - Day at ASM Research do?expand_more

Day-to-day, the Help Desk Agent - Day at ASM Research will provide world-class support through customer tickets with timely and accurate resolutions; troubleshoot issues remotely using internal dashboards and generative ai tools; identify opportunities to enhance systems, efficiency, and customer experience; and collaborate cross-functionally and share best practices to strengthen the knowledge base.

What are the requirements for this Help Desk Agent - Day role?expand_more

To qualify for the Help Desk Agent - Day at ASM Research position, applicants should have: Minimum 1 year of experience in help desk, technical support, or customer support role; High School Diploma or equivalent; US citizenship with eligibility to obtain a secret security clearance; and IAT level I certification (A+ or Network+) or able to obtain within 3 months.

Where is the Help Desk Agent - Day role at ASM Research located?expand_more

Help Desk Agent - Day at ASM Research is based in 1451, Pasadena Street, Los Angeles Heights - Keystone, San Antonio, Bexar County, Texas, 78201, United States. This is a on-site role.

Is this Help Desk Agent - Day job remote, hybrid, or on-site?expand_more

ASM Research has listed this Help Desk Agent - Day role as on-site.

How much experience is required for this Help Desk Agent - Day role?expand_more

Help Desk Agent - Day at ASM Research typically requires 1+ years of relevant experience at the entry level level.

What skills do you need for the Help Desk Agent - Day role at ASM Research?expand_more

Key skills for Help Desk Agent - Day at ASM Research include Help Desk; Technical Support; Customer Support; A+; Network+; Salesforce; Datadog; and Notion.

What education is required for Help Desk Agent - Day at ASM Research?expand_more

Educational requirements for this role: High School Diploma or equivalent required.

What category does the Help Desk Agent - Day role belong to?expand_more

Help Desk Agent - Day at ASM Research is part of the it job category on Recrutus.

Help Desk Agent - Day