Help Desk Specialist

Help Desk Specialist - REMOTE POSITION

JOB SUMMARY

The Help Desk Specialist maintains the smooth operation of multi-user computer systems and provides technical and end-user support to all staff including remote and international offices. They assist with research analysis troubleshooting and resolution of a variety of routine to moderately complex issues related to software hardware networks operating systems servers desktops and peripheral equipment.

They will be responsible for setting up administrator and service accounts maintaining system documentation tuning system performance installing system-wide software and allocating mass storage space. They will respond to requests (e-mail phone) answer questions gather information from users to assist with diagnosing and prioritizing problems and coordinate ticket tracking and resolution management.

In this role the specialist may also be asked to identify and support the use and adoption of AI-enabled tools and basic automation by assisting with data collection prompt testing documentation and user support.

At GBTA we put people first we value collaboration innovation and adaptability along with global diversity respect and empathy. As a member of our team youll have the opportunity to grow your skills and career in an entrepreneurial environment and make a meaningful impact on the industry and professionals we 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.

Collaboration & Training

• Work cross-functionally with departments (e.g. Operations Marketing HR Finance etc.) 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

• Bachelors degree in IT or related field experience.
• 3-5 years of IT support systems administration or automation engineering.
• Proven experience with automation platforms.
• 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.
• Previous training experience on the responsible and effective use of AI tools including prompting and data-security.
• Integration of automation tools using API-based scripts to connect systems and eliminate manual tasks.
• Familiarity with APIs and basic scripting in Python JavaScript and Powershell.
• AI APIs experience (e.g. OpenAI Azure AI AWS Bedrock/Q and PowerBI).
• 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.

This list will be updated periodically as our team expands hiring eligibility to additional states:

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 worlds premier business travel and meetings trade organization headquartered in the Washington D.C. area serving stakeholders across six continents. GBTA and its 9000 membersrepresent and advocate for the $1.57 trillionglobal 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 28000 travel professionals and 125000 active contacts. For more information visit follow us onLinkedInYouTubeTwitterandFacebook.

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.

Required Experience:

Senior IC