AI Agent and Automation Specialist

Overview 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. Duties & Responsibilities The AI Agent and Automation Specialist will: 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 system behavior, a