Help Desk and AI Specialist

Help Desk and AI Specialist

The Help Desk and AI Specialist is pivotal in maintaining the smooth operation of multi-user computer systems and delivering comprehensive technical and end-user support to all staff, including those in remote and international offices. This role involves actively researching, analyzing, troubleshooting, and resolving a wide array of routine to moderately complex issues related to software, hardware, networks, operating systems, servers, desktops, and peripheral equipment.

A key aspect of this specialist's role is to identify and champion the use and adoption of AI-enabled tools and basic automation. This includes assisting with crucial data collection, rigorous prompt testing, thorough documentation, and providing essential user support for these advanced tools.

Responsibilities also encompass setting up administrator and service accounts, meticulously maintaining system documentation, fine-tuning system performance, installing system-wide software, and efficiently allocating mass storage space. The specialist will be the first point of contact, responding to requests via email and phone, answering questions, gathering detailed information from users to diagnose and prioritize problems, and coordinating efficient ticket tracking and resolution management.

At GBTA, we prioritize our people, valuing collaboration, innovation, and adaptability alongside global diversity, respect, and empathy. As a member of our team, you will have the unique opportunity to develop your skills and advance your career in an entrepreneurial environment, making a significant impact on the industry and the professionals we proudly serve.

Responsibilities

Helpdesk & IT Support

• Serve as the primary point of contact for IT support requests, ensuring timely resolution of software, hardware, and access issues.
• Manage and maintain user accounts, permissions, and security settings across Microsoft 365, Salesforce, and other key systems.
• Support onboarding and offboarding processes, ensuring proper access and equipment setup.
• Monitor and perform regular maintenance of servers for optimum performance, escalate complex issues as needed, and coordinate with vendors or external IT partners.
• Manage software packages and updates within Atera and inTune RMMs.
• Track and analyze recurring helpdesk issues to identify opportunities for automation or improved training.
• Maintain SOPs as processes and systems are updated.
• Troubleshoot issues across Exchange, SharePoint, and Teams environments.

AI & Automation

• Identify, design, and implement automation and AI-driven workflows across platforms such as Salesforce, Pardot, Cvent, Airtable, JotForm, and other systems as needed.
• Integrate automation tools like Zapier or API-based scripts to connect systems and eliminate manual tasks.
• Utilize AI APIs (e.g., OpenAI, Azure AI, AWS Bedrock/Q, and PowerBI) to support data analysis, reporting, and content generation.
• Maintain documentation for all automations and develop standard operating procedures for new workflows.
• Partner with teams to train staff on responsible and effective use of AI tools.

Collaboration & Training

• Work cross-functionally with departments (Operations, Marketing, HR, Finance) to assess needs and build efficient technical solutions.
• Develop and deliver internal training materials, workshops, and documentation for staff adoption of new systems and workflows.
• Communicate complex technical ideas clearly to non-technical audiences.

Other duties as assigned.

Requirements

• Bachelor's degree in IT or related field experience.
• 3-7 years of IT support, systems administration, or automation engineering.
• Proven experience with automation platforms.
• Familiarity with APIs and basic scripting in Python, JavaScript, and Powershell.
• Strong understanding of Microsoft 365 and Salesforce administration.
• Excellent troubleshooting, documentation, and communication skills.
• Ability to manage multiple priorities in a collaborative, remote work environment.
• Experience with Windows Server 2022 or newer and Ubuntu Linux operating systems.

Preferred Experience and Skills

• Proven experience implementing AI solutions across multiple systems and SaaS products.
• Background in nonprofit, association, or event-driven organizations.
• Knowledge of data privacy, compliance, and responsible AI practices.
• Experience implementing and supporting Single Sign-On platforms.
• Experience creating custom AI agents using Copilot Studio or ChatGPT and the ability to integrate those agents with other SaaS platforms.
• Multi-lingual is a plus.

Physical Requirements/Work Environment

Remote work environment. Prolonged periods sitting/remaining stationary at a desk and working on a computer. Must be able to remain stationary and move for long periods of time, during events. Must be able to work a variety of hours in order to accommodate various meetings and events. GBTA welcomes all candidates and supports inclusivity and diversity in the workplace.

Travel Required

Up to 5%, travel to Annual Off-site and Department meetings as needed.

Applicants must be authorized to work in the US.

Please Note: To ensure compliance with all state, county, and local employment and tax regulations, applicants must currently reside in one of the following states to be considered for employment with GBTA. Employment eligibility is also subject to applicable state labor laws and remote work requirements:

AZ; CA; DC; FL; GA; IL; IN; MA; MI; MN; MD; NC; NJ; NY; PA; SC; TX; UT; VA; WA.

The Global Business Travel Association (GBTA) is the world’s premier business travel and meetings trade organization headquartered in the Washington, D.C. area serving stakeholders across six continents. GBTA and its 9,000+ members represent and advocate for the $1.57 trillion global business travel and meetings industry. GBTA and the GBTA Foundation deliver world-class education, events, research, advocacy, and media to a growing global network of more than 28,000 travel professionals and 125,000 active contacts. For more information, visit www.gbta.org and www.gbtafoundation.org and follow us on LinkedIn, YouTube, Twitter and Facebook.

GBTA Team Values and Culture Statement

• We recognize our people are our most valued asset, and treat ourselves and each other with kindness, authenticity, and empathy.
• We are curious, innovative and adaptable to a changing world.
• We embrace our global diversity and are committed to a culture where everyone feels welcomed and respected.
• We deliver results by working collaboratively and believe in the power of teamwork to drive long-term change and mutual success.
• We are driven to create a more sustainable future for both the planet and its people, and a balanced environment where work and life can coexist and thrive.

GBTA is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Key skills/competency

• IT Support
• AI Implementation
• Automation Engineering
• Microsoft 365 Administration
• Salesforce Administration
• System Documentation
• Troubleshooting
• Scripting (Python, JavaScript, Powershell)
• API Integration
• User Training