Service Desk Engineer — IT Support & Automation

Nscale

San Francisco (CA)

On-site

USD 113,000 - 130,000

Full time

10 hours ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Flexible PTO

Parental leave

Retirement plan

Job summary

Nscale in San Francisco is seeking a Service Desk Engineer to deliver high-quality technology support for a global employee base. You will handle hands-on device provisioning, onboarding/offboarding, and workplace technology support from the SF office, with escalation to specialists as needed.

The role includes a mix of reactive ticket resolution and proactive improvements through automation, tooling and knowledge management.

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 IT 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 elevate 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.
Partner with Platforms, Security, People and Finance to deliver cross-functional improvements.
Work with external suppliers and vendors where a project requires it.
Track and report the impact of your work - ticket deflection, resolution time, onboarding cycle time.
Operate within agreed change boundaries, collaborating with Platforms on tenant-level configuration.