Service Desk | Field Technician

Job Description

Job Description

Position Summary:

Nebulas.co is seeking a motivated Service desk Agent to help build, maintain and strengthen on-site support and client-facing service desk solutions. This role focuses on modern IT practices, innovative solutions and 'white glove' customer service.

Position Responsibilities:

• The Service Desk Field Agent provides on-site and remote technical support to clients across multiple locations, ensuring effective resolution of hardware, software, cloud and application issues while maintaining exceptional customer service and meeting service level expectations 
• They are responsible for building, configuring, maintaining, and supporting end-user devices, managing user accounts, and assisting in creating, implementing and documenting IT processes and user guides for clients. 

• This position will work closely with the ITSM Manager to support day-to-day IT operations, contribute to ongoing IT initiatives, and ensure technology systems are functioning optimally 

• Travel within the New York metropolitan area will be required to support clients at various site locations 

• Provide Level 1 and Level 2 technical support to clients on hardware, software, and services implemented at sites 

• Troubleshoot application-based and hardware-based technical issues as they arise 

• Build, configure, and deploy laptops, desktops, and mobile devices 

• Manage and maintain company user accounts, distribution lists, and security groups 

• Assist with creating and organizing IT documentation for standard policies, procedures, and user aids 

• Travel to sites for on-site technical support as required and directed 

• Establish working relationships and collaborate with clients in a professional and helpful manner 

• Review departmental and personal goals on an ongoing basis with the IT Director 

• Follow all applicable federal/state regulations, including but not limited to Confidentiality and HIPAA requirements 

• Complete deliverables and assigned tasks in a timely fashion 

• Perform updates, patches, and system upgrades for clients as needed 

• Assist the IT Department on IT projects and operational initiatives 

Position Qualifications:

• Required
  • Minimum 2 years' experience in a Level 1 Support position
  • Experience with customer-facing communication
  • Strong documentation and communication skills
  • Experience with Microsoft and Azure users, groups, roles, etc.
• Preferred
  • Experience with :
    • Jira
    • Confluence
    • Pax8
    • Toggl
    • Google Workspace
  • Interest Security and/or Network Operations

Succes Traits:

• • Strong learning mindset
  • Detail-oriented and process-driven
  • Analytical problem solver

Growth Opportunity

• • Pathways into Level 2 and/or other areas of support.

Benefits:

• • Competitive Compensation
  • Comprehensive Health Coverage
  • Generous Time off
  • Professional Development Paths
  • Team Connection 
  • 401k with Company Match

This is an on-site position; candidates must be able to work in or around the NYC Metropolitan area. 

Pre-employment background check is required.

*This job posting is not all encompassing, and not to be construed as such.  Other duties may be assigned as needed

Employment is contingent upon successful completion of a background investigation. All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.

Equal Employment Opportunity employer.

We are committed to extending equal opportunity in employment to all qualified candidates who can contribute to the diversity and excellence of our organization. We encourage applications from all qualified individuals without regard to race, color, religion, genetic information, sexual orientation, gender and/or gender identity or expression, marital or parental status, national origin, ethnicity, citizenship status, veteran or military status, age, disability or any other basis protected by applicable local, state or federal laws. Hiring is contingent on eligibility to work in the United States.  We proudly participate in E-Verify.

About Nebulas.co  

Our mission is to establish and maintain long lasting relationships with our customers and coworkers alike.  To accomplish this, we rely on strong & effective communication, attention to detail, accountability, and integrity.  We believe that it all starts with a conversation; one that needs to be clear, concise, and accurate.  We strive for excellence in everything we do and every encounter we have.  We sweat the details and take ownership of all issues through to resolution.  We acknowledge our mistakes and take action to learn & grow from them.