Service Desk Engineer

About Commonwealth Fusion Systems:

Commonwealth Fusion Systems is on a mission to deliver the urgent transition to fusion energy.

Combining decades of research, top talent, and new technologies, we’re designing and building commercially viable fusion power plants. And working with policymakers and suppliers to build the energy industry of the future.

We’re in the best position to make it happen. Since 2018, we’ve raised nearly $3 billion in capital, making us the largest and leading private fusion company in the world.

Now we’re looking for more thinkers, doers, builders, and makers to join us. People who’ll bring new perspectives, solve tough problems, and thrive as part of a team.

If that’s you and this role fits, we want to hear from you.

Are you an experienced service desk professional or budding systems administrator that strives for more and craves engineering projects and experience? The Service Desk Engineer will be on a team responsible for being the first point of contact and escalation for any and all IT issues. In addition, this role will report to the IT Service Desk Lead and work very closely with the infrastructure team on foundational infrastructure, architecture, and security projects.

We’re looking for someone who’s a motivated "ticket slayer" on the service desk and asks the right questions to understand the business process of our users. We’re hoping to find someone who brings the knowledge and experience working to automate our processes such that we avoid repetitive manual labor and service tickets altogether in the first place.

• Work on a team as a primary point of contact to deliver top-notch support to our highly technical end users with grace, patience, and efficiency
• Assist in the management of end user devices throughout their entire life cycle, including procurement, configuration, maintenance, and disposal
• Work day to day with members of our IT team to assist in engineering projects and various tasks as needed
• Implementation and support of enterprise solutions such as Mobile Device Management, Identity and Access Management, Enterprise Anti-Malware, Imaging, etc.
• Collaborate with the cybersecurity team to remediate vulnerabilities:
  Partner with cybersecurity analysts to address identified security risks, including deploying patches, implementing encryption, and updating security configurations on end-user devices to ensure compliance with security policies and industry best practices
• Evolve current processes with an eye towards automating the repetitive tasks so the humans can focus on solving the hard problems and the ability to work independently but also strong team collaboration and communication skills
• Support the technical onboarding experience for new CFS employees making sure they have the equipment and tools to be successful
• Provide rotational Flex Hours and off-hours support as well as occasional after-hours availability for system upgrades, etc.
• Execute on short to mid term assignments that are set by management. Some problem solving skills are required and engages appropriate resources when barriers arise. Able to plan out work based on clearly defined goals. Contribute proactively to policy and process development
• Understand how their work fits into team strategy, and are able to prioritize short to mid term tasks to align with that
• Provide documentation, instruction and collaboration for other team members and the community
• Collaborate with team members and the wider community by providing documentation and instructions

• Previous experience providing customer-facing desktop support
• Experience participating in the implementation and support of enterprise wide systems (e.g. G Suite, Dropbox, Okta, Zoom, etc.) as well as experience auditing systems
• Experiencing working in and understanding of an Active Directory / Azure AD environment
• Experience supporting end users on Windows, Mac, and Linux
• JAMF, MECM/SCCM or Intune experience imaging machines, providing remote support, and supporting remote installation of applications
• Previous experience in supporting users both in office and working…