> Markdown version of [/jobs/ext/2719935-support-desk-analyst](https://www.wearedevelopers.com/jobs/ext/2719935-support-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Desk Analyst - **Company:** NuScale Power Corporation - **Location:** New York, United States - **Experience:** Starter - **Salary:** $40,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Amazon Web Services, Apple Mac Systems, Microsoft Azure, Cloud Computing, Cyber Security, Issue Tracking Systems, Remote Access Technology, Remote Service Software, AI Infrastructure, Google Cloud, Os Ticket, Hardware Infrastructure, User Administration - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/support-desk-analyst-nscale-8336228 ## About the Role * 1-3 years of experience in technical support, help desk, or a customer-facing technical role. * Strong troubleshooting and analytical problem-solving skills. * Excellent written and verbal communication skills. * Ability to prioritize effectively in a fast-paced, high-growth environment. * Organized, disciplined, and detail-oriented approach to work. * Reliable and methodical with strong ownership mindset. * Collaborative team player with strong interpersonal skills. Technical Knowledge * Solid understanding of IT fundamentals (networking, operating systems, cloud concepts). * Experience supporting Windows and/or macOS environments. * Familiarity with ticketing systems and remote support tools. * Basic understanding of IT security and data protection principles. * Experience with VPN technologies and remote access troubleshooting. Nice to Have * Experience in a startup or scale-up environment. * Familiarity with cloud platforms (AWS, GCP, Azure). * Exposure to GPU infrastructure or AI/ML environments. * Understanding of IT Service Management (ITIL) processes. * Relevant certifications (CompTIA A+, Security+, or similar). * Experience supporting technical or engineering teams. ## Description Nscale is seeking a Support Desk Analyst to provide first and second-line technical support to both internal teams and external customers. This role serves as the frontline of our support organization, ensuring timely resolution of technical issues, maintaining high service standards, and escalating complex problems appropriately. You will play a critical role in maintaining operational continuity and delivering a high-quality support experience in a fast-paced, high-growth AI infrastructure environment. What You'll be Doing * Handle incoming support requests via ticketing systems, email, and chat channels. * Diagnose, troubleshoot, and resolve hardware, software, and cloud infrastructure issues. * Log, track, and maintain accurate updates on all support tickets. * Prioritize and escalate issues appropriately based on severity and impact. * Maintain professional, clear, and courteous communication with users and stakeholders. * Provide first-line technical support for connectivity, access, and configuration issues. * Assist with account provisioning, permissions management, and authentication support. * Support onboarding and offboarding processes, including device and access setup. * Document issues, resolutions, and recurring patterns to build and maintain a knowledge base. * Identify systemic issues and escalate recurring problems to engineering or infrastructure teams. * Contribute to continuous improvement of support processes and workflows. * Identify opportunities for automation of repetitive support tasks. * Participate in knowledge-sharing sessions and internal training initiatives. * Support implementation of new tools, systems, and support platforms. * Collaborate closely with Internal IT, Infrastructure, and Platform Engineering teams. * Support incident response efforts and assist in restoring service during outages. * Ensure alignment with IT security and data protection standards. Key Performance Indicators * First response time * Ticket resolution time * Customer satisfaction (CSAT) * Ticket backlog management * Escalation accuracy and efficiency * Knowledge base contribution and documentation quality, The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role. ## Related Videos - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [The Cloud is Calling: Answer with In-Demand Skills](https://www.wearedevelopers.com/videos/945-the-cloud-is-calling-answer-with-in-demand-skills) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) - [Cloud Run- the rise of serverless and containerization](https://www.wearedevelopers.com/videos/106-cloud-run-the-rise-of-serverless-and-containerization) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [7 Cloud Computing Trends Coming in 2025 for Developers](https://www.wearedevelopers.com/magazine/412-7-cloud-computing-trends-coming-in-2025-for-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence)