AI Help Desk Consultant

AI Help Desk Consultant 

(Onsite-NYC)

A World Class Company

Osprey Life Sciences, LLC is a leading consulting and services firm specializing in providing comprehensive technology solutions for Life Sciences IT organizations. Our primary focus is on assisting these organizations in effectively and efficiently delivering solutions that support their business objectives and their mission to enhance human health and improve lives.

Position Overview

Osprey is seeking an AI Help Desk Consultant to support enterprise AI platforms within a modern digital workplace environment. This role will serve as a key operational resource responsible for managing AI tool provisioning, troubleshooting user issues, supporting integrations, and driving adoption of enterprise AI technologies.

The ideal candidate is a hands-on technical professional with strong troubleshooting skills, experience building agents using leading generative AI platforms (LLMs), and experience supporting enterprise SaaS applications. This individual must be comfortable communicating complex concepts to both technical and non-technical users.

In addition to AI platform support, this role contributes to broader IT support and systems administration activities, helping ensure a seamless and high-quality employee technology experience.

Key Responsibilities

• Serve as the primary support resource for enterprise AI platforms including ChatGPT Enterprise, Gemini Enterprise, and Claude Enterprise 
• Respond to employee inquiries via ticketing systems, email, chat, or video regarding AI tools and related integrations 
• Provision and manage user access to AI platforms, including license assignments, role-based access control, and bulk provisioning 
• Diagnose and resolve issues related to AI authentication, including SSO integrations, Okta identity management, API access, and enterprise connectors 
• Support AI tool integrations with Microsoft 365 services including Outlook, Teams, OneNote, and SharePoint, as well as approved third-party tools 
• Conduct one-on-one training sessions and optimization walkthroughs to guide users on best practices, prompt design, agent creation, and responsible AI usage 
• Assist with governance workflows related to AI platform usage, including API key requests and coordination with security review processes 
• Develop and maintain internal knowledge base documentation, onboarding guides, and AI FAQs to support user self-service 
• Identify recurring issues and partner with IT leadership to improve workflows, automate processes, and enhance the support experience 
• Collaborate with systems and infrastructure teams to resolve complex technical issues 
• Provide secondary support for general IT requests including hardware, software, and access management when needed 
• Support user lifecycle management (onboarding/offboarding, role-based access) across Okta and Microsoft 365 
• Assist with administration of Microsoft 365 services including Exchange, Teams, SharePoint, and OneDrive 
• Support endpoint management tools including Kandji (macOS) and Intune (Windows) 
• Monitor enterprise AI platform health and escalate systemic issues to internal teams or vendors 
• Collect and analyze user feedback to improve AI adoption, training, and overall employee experience 
• Stay current with emerging AI capabilities, LLM advancements, and enterprise use cases 

Required Skills and Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience) 
• 4–6 years of experience in IT support, SaaS administration, or technical consulting roles 
• Experience supporting enterprise SaaS platforms with SSO and identity management 
• Experience with enterprise AI platforms such as ChatGPT, Gemini, or Claude required 
• Experience building or supporting AI agents / workflows using generative AI platforms (LLMs) 
• Experience with identity providers such as Okta, Azure AD, or similar systems 
• Experience with IT service management or ticketing platforms (e.g., Freshservice, ServiceNow) 
• Basic understanding of APIs, integrations, and enterprise connectors 
• Experience administering Microsoft 365 (Exchange, Teams, SharePoint, OneDrive) 
• Familiarity with endpoint management tools such as Kandji, Intune, or similar MDM platforms 
• Strong troubleshooting skills across authentication, permissions, integrations, and user access 
• Ability to clearly explain technical concepts and AI tools to non-technical users 

Preferred Qualifications

• Experience supporting AI adoption programs within enterprise environments 
• Exposure to AI governance, security, or compliance frameworks 
• Experience automating workflows or building internal tools using AI platforms 
• Familiarity with prompt engineering best practices 

What Success Looks Like

• Users receive timely, effective support for AI tools and integrations 
• AI platform access and provisioning workflows are managed efficiently and securely 
• Adoption of enterprise AI tools increases through effective training and support 
• Recurring issues are reduced through process improvements and automation 
• AI tools are integrated seamlessly into daily workflows across the organization 

Why Join Osprey

We offer a competitive compensation and benefits package along with the opportunity to work on cutting-edge AI initiatives within a fast-paced, collaborative environment. At Osprey, you’ll have the opportunity to grow your skills, contribute to meaningful innovation, and be part of a team dedicated to transforming Life Sciences technology.

We offer an excellent compensation and benefits package with challenge and opportunity to learn, grow and contribute to a stimulating, fast-paced environment. Osprey is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.