Associate Specialist, Technical Support

Job Description

We are seeking a proactive Associate Specialist, Technical Support with a focus on Generative AI and Microsoft Copilot. In this dynamic role, you will be responsible for delivering comprehensive technical assistance and operational support aimed at facilitating the seamless adoption and effective use of AI-powered productivity tools across the enterprise. Your primary duties will include providing tier-1 and tier-2 technical support for Microsoft Copilot and related AI solutions, addressing and resolving user inquiries and technical issues as they arise.

You will play a key part in user enablement by conducting engaging onboarding sessions, creating and maintaining detailed training materials, and delivering hands-on guidance to help users maximize the benefits of AI features within M365 apps such as Teams, Outlook, Word, Excel, and PowerPoint. Your responsibilities will also encompass maintaining up-to-date knowledge base articles and FAQs to ensure users have access to accurate and helpful information regarding AI tools and their capabilities.

In addition to direct user support, you will monitor adoption and usage metrics, analyze trends, and provide actionable insights to leadership to inform strategic decisions regarding AI tool deployment and optimization. Collaboration with IT and security teams is essential to uphold data governance and compliance standards, ensuring the responsible and secure implementation of AI solutions. To excel in this role, you must stay abreast of the latest Copilot updates and generative AI trends, positioning yourself as a go-to resource and advocate for AI-driven productivity within the organization.

Key Responsibilities

• Deliver tier-1 and tier-2 technical support for Microsoft Copilot and related AI solutions.
• Troubleshoot issues within M365 apps (Teams, Outlook, Word, Excel, PowerPoint).
• Conduct user onboarding sessions and create training materials.
• Maintain knowledge base articles and FAQs for AI tools.
• Monitor usage and adoption metrics; provide insights to leadership.
• Collaborate with IT and security teams to ensure compliance with data governance standards.
• Stay current on Copilot feature updates and Gen AI trends.

Required Qualifications

• High School diploma
• 1+ years of experience in technical support or end-user services.
• Familiarity with Microsoft 365 ecosystem and AI-powered productivity tools.
• Strong problem-solving and communication skills.
• Ability to create clear documentation and deliver user training.

Preferred Qualifications

• Experience with Generative AI tools (Copilot, Azure OpenAI, ChatGPT).
• Knowledge of enterprise security and compliance frameworks.
• Exposure to ITIL processes and service management tools.

#MSJR

Required Skills:
Change Controls, Compliance Frameworks, Computer Technical Support, Curriculum Development, Customer Experience Management, Data Governance, Generative AI, Incident Management, IT Security Operations, Microsoft Online Services, SLA Management, Software Configurations, Software Development Life Cycle (SDLC), Technical Consulting, Trend Analysis

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.--As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.- For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".

The salary range for this role is
$70,500.00 - $110,900.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits.- Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at .

You can apply for this role through (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

San Francisco Residents Only: -We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: -We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives Please Read Carefully-
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. -No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.-

Employee Status:
Regular

Relocation:
No relocation

VISA Sponsorship:
No

Travel Requirements:
10%

Flexible Work Arrangements:
Hybrid

Shift:
Not Indicated

Valid Driving License:
No

Hazardous Material(s):
N/A

Job Posting End Date:
12/2/2025
*A job posting is effective until 11:59:59PM on the day BEFORE -the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID: R374261