AI Support Admin

This is a remote position.

The AI Support Admin plays a critical role in ensuring the smooth operation and adoption of AI tools. Acting as the first line of specialized support for AI-related escalations, this individual bridges day-to-day technical assistance with long-term enablement initiatives. Reporting to the AI Enablement Lead, the Analyst will partner closely with both the AI Environment Readiness and AI Training teams to resolve user issues, maintain system readiness, and enhance firm wide confidence in AI-driven tools.

This role combines hands-on technical troubleshooting with process and training support—making it ideal for someone who is equally comfortable solving technical challenges, documenting best practices, and assisting in the rollout of new AI capabilities.

AI Support and Troubleshooting

• Serve as the Help Desk escalation point for all AI-related issues, including tool access, performance, and integration challenges.
  
• Troubleshoot and resolve incidents involving platforms such as Glean, CoPilot, ChatGPT, Zoom AI, and future AI applications.
  
• Maintain documentation of known issues, resolutions, and best practices to improve first-line Help Desk response efficiency.
  
• Monitor AI system health, escalate platform-level outages, and communicate impacts to stakeholders as appropriate.
  

Collaboration and Enablement Support

• Work with the AI Environment Readiness team to test new configurations, validate system integrations, and ensure readiness for production use.
  
• Support the AI Training Associate in maintaining learning materials, managing AI knowledge articles, and coordinating firmwide training sessions.
  
• Participate in rollout activities for new AI tools and enhancements, providing hands-on user assistance and feedback for improvement.
  
• Assist in building and maintaining AI usage dashboards and adoption reports in collaboration with the BI and Data Analytics teams.
  

Continuous Improvement and Governance

• Identify recurring support patterns and propose solutions to improve user experience and system performance.
  
• Maintain compliance with AI governance, security, and data management standards.
  
• Document AI support procedures, ensuring alignment with internal IT and People Office standards.
  

Requirements

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
  
• 2–4 years of experience in IT support, systems administration, or AI/automation tool management.
  
• Strong understanding of enterprise AI tools such as Microsoft CoPilot, Glean, ChatGPT, Zoom AI, or similar.
  
• Excellent troubleshooting, communication, and documentation skills.
  
• Demonstrated ability to collaborate across teams, prioritize effectively, and manage multiple concurrent tasks.
  
• Familiarity with Power BI, SQL, or other reporting tools is a plus.
  

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