Service Desk | Field Technician

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., * 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

• 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 : o Jira o Confluence o Pax8 o Toggl o Google Workspace

• Interest Security and/or Network Operations, + Strong learning mindset
• Detail-oriented and process-driven
• Analytical problem solver, 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.

Pulled from the full job description

• Health insurance
• 401(k) matching, *
• Competitive Compensation
• Comprehensive Health Coverage
• Generous Time off
• Professional Development Paths
• Team Connection
• 401k with Company Match