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About the Role

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

Responsibilities

• Provide 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.
• Build, configure, maintain, and support end-user devices.
• Manage user accounts.
• Assist in creating, implementing, and documenting IT processes and user guides for clients.
• Support day-to-day IT operations and contribute to ongoing IT initiatives.
• Ensure technology systems are functioning optimally.
• Travel within the New York metropolitan area to support clients at various site locations.
• Provide Level 1 and Level 2 technical support to clients on hardware, software, and services.
• Troubleshoot application-based and hardware-based technical issues.
• 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.
• Establish working relationships and collaborate with clients professionally.
• Review departmental and personal goals with the IT Director.
• Follow federal/state regulations, including Confidentiality and HIPAA requirements.
• Complete deliverables and assigned tasks in a timely fashion.
• Perform updates, patches, and system upgrades for clients.
• Assist the IT Department on IT projects and operational initiatives.

Requirements

• 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.
• Pre-employment background check is required.
• Eligibility to work in the United States.

Skills

• Jira
• Confluence
• Pax8
• Toggl
• Google Workspace
• Interest in Security and/or Network Operations

Location

• New York Metropolitan area

Work Type

• On-site
• Full-time

Experience Level

• Level 1 Support

Benefits

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

About the Company

• Our mission is to establish and maintain long lasting relationships with our customers and coworkers alike.
• 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.

Equal Opportunity

• 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.
• We proudly participate in E-Verify.