AI Agent and Automation Specialist

DecisionPoint seeks an AI Agent and Automation Specialist to design, build, train, and optimize automation solutions in support of a large federal and DoD-aligned IT mission environment. This role enhances Service Desk operations through AI-driven virtual assistants, automated ticket routing, predictive triage, self-help workflows, and knowledge automation. The Specialist will ensure that automation tools integrate seamlessly with ITSM systems, knowledge repositories, security controls, and enterprise workflows.

This position plays a critical role in modernizing Service Desk capabilities by reducing manual workload, accelerating issue resolution, improving SLA performance, and enabling proactive IT support.

This position is fully remote.

• Design, develop, and train AI-powered virtual agents and digital assistants to support end-user self-service capabilities.
• Create automated ticket routing, prioritization, and triage logic using AI models, rules engines, and workflow platforms.
• Integrate AI agents with ITSM tools, knowledge bases, monitoring systems, and enterprise applications.
• Develop self-help tools and guided troubleshooting workflows to reduce Tier 1–2 ticket volume.
• Build automation that supports Service Desk operations, including auto-categorization, log enrichment, suggested resolutions, and workflow triggers.
• Maintain and update AI models based on new data, changing sy