Help Desk, Training and Documentation Specialist

5 days ago

Overland Park, United States Kansas Staffing Full time

Help Desk, Training And Documentation Specialist Do you love helping people understand technology? Are you the person others go to when something just isn't working? If you enjoy solving problems, communicating clearly, and turning complexity into clarity, this may be the perfect role for you. SAIM is seeking a Help Desk, Training, and Documentation Specialist to support our clients, strengthen our internal processes, and help build the training and documentation that powers our product experience. You don't need to be an engineer but you do need to be curious, tech-savvy, and eager to learn how systems fit together. Join a growing team where your work directly impacts customer success, product usability, and SAIM's reputation for exceptional support. What You'll Do Help Desk & Client Support Serve as the first point of contact for support requests via Freshdesk or similar ticketing tools. Troubleshoot issues and guide clients through configurations, deployments, and feature usage all while owning the communication experience. Support clients through Microsoft Teams calls. Partner with Development and IoT teams to ensure accurate and timely resolution. Monitoring & Alert Routing Monitor email and system logs for anomalies. Route alerts to the right internal teams and help refine recurring issue workflows. Documentation & Knowledge Base Write and update clear support documents, setup guides, and FAQs. Maintain the SAIM custom GPT knowledge base with the latest troubleshooting info. Translate product changes into simple, actionable instructions. Training & Certification Development Create content for SAIM Certification courses. Develop step-by-step user guides, workflows, and training outlines. Leverage ChatGPT and AI tools to draft lessons, quizzes, and scripts. Participate in recording or delivering training sessions (training provided).

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