Desktop Support Engineer with Copilot

Position: Desktop Support Engineer with Copilot

Location: Florham Park, NJ (Remote)

Hiring: Contract / Fulltime

QUALIFICATIONS & EXPERIENCE:

KEY RESPONSIBILITIES:

1. AI Support & Triage

• Serve as the first point of contact for all AI tool incidents, access requests, and usage questions across Copilot, Claude Enterprise, and department-specific AI applications.
• Distinguish between technical issues (platform outages, access failures, integration errors) and adoption issues (early learning curve, prompting gaps, workflow integration challenges) and route accordingly.
• Manage escalation paths to Microsoft (Copilot), Anthropic (Claude Enterprise), and internal IT/security teams for data governance and compliance concerns.
• Maintain a ticketing queue with defined SLAs: P1 access/outage issues resolved within 4 hours; general Q&A within 1 business day.
• Document recurring issues and resolutions to build a self-service knowledge base.

2. Q&A and Prompt Support

• Provide hands-on guidance to employees on effective prompting techniques, use-case design, and AI workflow integration across all supported platforms.
• Diagnosing and resolve "bad output" complaints by identifying root causes prompt quality, model limitations, data access gaps, or workflow design issues.
• Build and maintain a platform-specific internal FAQ and prompt library (organized by department: Sales, Finance, HR, General/ELT) to enable self-service and reduce repeat contacts.
• Host regular open Q&A office hours (virtual or in-person) to reduce friction and support users navigating the learning curve of new AI tools.
• Collaborating with department leads to document approved and high-value AI use cases for each function.

3. Adoption Planning & Change Management

• Develop and maintain a rolling 90-day AI adoption plan, identifying which teams and use cases to activate, deepen, or remediate.
• Identify, recruit, and coach AI Champions within each key department (Sales, Finance, HR) to extend peer-to-peer enablement.
• Track adoption laggards and proactively reach out to teams with low engagement diagnosing whether barriers are technical, cultural, or skill-related.
• Partner with HR/L&D and IT leadership to embed AI tool usage into onboarding for new hires.
• Maintain a structured feedback loop to the AI Center of Excellence (CoE), providing monthly adoption narratives, user insights, and recommended interventions.

4. Training & Enablement Delivery

• Design and deliver a tiered training program: (a) Tier 1 foundational onboarding for all AI users, (b) Tier 2 advanced use-case workshops for power users and Champions by department, (c) Tier 3 executive briefings for ELT on Claude Enterprise for strategic productivity.
• Create and continuously update training materials quick-start guides, video walkthroughs, cheat sheets, and use-case playbooks as platforms release new features.
• Coordinate with Sales enablement, Finance, and HR leads to deliver role-specific training that maps AI capabilities to actual job workflows rather than generic demos.
• Manage a training calendar and track completion rates by team and role.
• Evaluate training effectiveness through post-session surveys and follow-on usage data.

5. Insights & KPI Management

• Own and publish a monthly AI Adoption Dashboard covering active users by platform and department, feature utilization depth, ticket volume and resolution trends, self-service deflection rate, and sentiment scores.
• Track and report leading adoption KPIs: weekly active users (WAU), session frequency, advanced feature uptake, Champion engagement, and training completion rates.
• Track and report outcome/ROI KPIs in partnership with department leads: estimated time saved, AI-assisted output quality (survey), and qualitative wins and case studies.
• Present insights and recommendations to the AI program steering group on a monthly cadence, with a quarterly executive summary for ELT.
• Continuously refine KPI framework as the program matures, shifting from activation metrics to depth-of-use and business impact metrics over time.

Required:

• 3+ years in an IT service desk, helpdesk, or end-user support role.
• Demonstrated hands-on experience with Microsoft 365 Copilot or similar AI assistant platforms.
• Strong verbal and written communication skills; able to explain technical concepts clearly to non-technical audiences.
• Experience designing or delivering end-user training programs.
• Comfort working with usage/analytics data and creating summary reports for leadership.
• Genuine curiosity about AI tools and a track record of self-directed learning in this space.

Preferred:

• Experience with Claude, ChatGPT Enterprise, or similar large language model (LLM) platforms.
• Familiarity with adoption methodologies including Prosci ADKAR and the Microsoft 365 Adoption Framework.
• Experience supporting or enabling AI use cases in Sales (CRM), Finance (FP&A), or HR (ATS/HRIS) functions.
• Prompt engineering knowledge or certification.
• Proficiency with Power BI, Tableau, or similar tools for building adoption dashboards.
• Bachelor s degree in information systems, Business, Communications, or a related field or equivalent practical experience.