Automation-Driven IT Service Desk Engineer

Greenhouse Software, Inc.; New York (NY); On-site; USD 136,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision benefits

Retirement plan

Job summary

Nscale is hiring a Service Desk Engineer to deliver high-quality IT support for our global employee base from the New York office. You will handle remote and in-person support, onboarding/offboarding, device provisioning, and workplace tech while leading 25–35% of your time on improvement projects.

You will build automation, maintain the knowledge base, and partner with Platforms, Security, People and Finance to drive cross-functional improvements.

Qualifications

• 3+ years in IT support, desktop support or technology operations.
• Experience owning improvement projects independently — identifying the problem, aligning stakeholders and delivering the outcome without day-to-day direction.
• Practical scripting or automation experience (PowerShell, Python or Bash) applied to real support, provisioning or access workflows.
• Strong Windows and macOS troubleshooting experience.
• Experience with endpoint-management tools such as JumpCloud, Intune, Jamf or Kandji.
• Experience with ITSM platforms such as Jira Service Management, ServiceNow or Servicely.
• Experience supporting SSO, MFA and joiner, mover and leaver processes.
• Experience supporting Google Workspace or Microsoft 365.
• Familiarity with meeting-room technology and basic networking concepts.
• Strong communication, prioritization and customer-service skills.
• Ability to take ownership and work effectively with platform, security and supplier teams.

Responsibilities

• Provide remote and in-person support across hardware, software, connectivity and access issues.
• Manage incidents and service requests through our ITSM platform, meeting agreed service levels.
• Resolve Level 1 and Level 2 issues and expand complex platform, infrastructure or security problems.
• Take ownership of issues through to resolution and keep employees informed.
• Maintain support documentation and self-service knowledge articles.
• Identify recurring issues and contribute to service improvements.
• Own a portfolio of improvement projects end to end, roughly 25–35% of the role.
• Build and maintain automation that removes manual effort from support, provisioning and access workflows.
• Own the knowledge management practice for IT: structure, maintain and measure the self-service knowledge base so employees resolve more on their own.
• Partner directly with Platforms, Security, People and Finance to deliver improvements that span more than one function.
• Work with external suppliers and vendors where a project requires it, including scoping and follow-through.
• Track and report the impact of your work — ticket deflection, resolution time, onboarding cycle time.
• Operate within agreed change boundaries, working with Platforms on anything affecting tenant-level configuration or shared infrastructure.

Skills

IT support experience

Automation scripting

Windows/macOS troubleshooting

ITSM platforms

SSO/MFA experience

GWS/Microsoft 365

Meeting-room tech

Communication skills

Ownership & coordination

Tools

JumpCloud

Intune

Jamf

Kandji

Jira Service Management

ServiceNow

Servicely

Google Workspace

Microsoft 365

Job description

Nscale is hiring a Service Desk Engineer to deliver high-quality IT support for our global employee base from the New York office. You will handle remote and in-person support, onboarding/offboarding, device provisioning, and workplace tech while leading 25–35% of your time on improvement projects.

You will build automation, maintain the knowledge base, and partner with Platforms, Security, People and Finance to drive cross-functional improvements.