Service Desk Engineer

Commonwealth Fusion Systems (CFS) has the fastest, lowest cost path to commercial fusion energy.

CFS collaborates with MIT to leverage decades of research combined with groundbreaking new high-temperature superconducting (HTS) magnet technology. HTS magnets will enable compact fusion power plants that can be constructed faster and at lower cost. Our mission is to deploy these power plants to meet global decarbonization goals as fast as possible. To that end, CFS has assembled a team of leaders in tough tech, fusion science, and manufacturing with a track record of rapid execution. Supported by the world’s leading investors, CFS is uniquely positioned to deliver limitless, clean, fusion power to combat climate change. To implement this plan, we are looking to add dedicated people to the team who treat people well, improve our work by adding multifaceted perspectives and new ways of solving problems, have achieved outstanding results through a range of pursuits, and have skills and experience related to this role.

Are you a motivated and well rounded IT professional or aspiring systems administrator with a hunger for challenging engineering projects and hands-on experience? As a Service Desk Engineer, you'll play a pivotal role in our team, serving as a primary point of contact and escalation for all IT-related issues. Reporting directly to the IT Service Desk Manager, you'll collaborate closely with the infrastructure team on critical projects spanning foundational infrastructure, architecture, and security. 

We're seeking a dynamic individual who excels at tackling tickets on the service desk while possessing the technical prowess to navigate a diverse and sophisticated technological landscape. With a diplomatic approach to user interactions, you'll act as an IT ambassador within the company. Strong interpersonal skills and outgoingness are a must, coupled with the ability to grasp complex technical challenges and drive proactive solutions for systemic issues and process enhancements. 

This role requires the expertise to serve as the primary technical resource for our Milpitas office, complemented by the leadership attributes possessed by exceptional individuals. If you're prepared to advance your IT career and drive meaningful change in a dynamic environment, we welcome your interest.

This Candidate will have a strong drive to be a constant learner of technology and a desire to be challenged and continually learning and growing their skills and responsibilities.

This team member will:

• Support the technical onboarding experience for new CFS employees making sure they have the equipment and tools to be successful
• Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify causes
• Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to different audiences and often advises others on difficult matters
• Provide rotational off-hours support as well as occasional after-hours availability for system upgrades, etc.
• Assist in the management of end user devices throughout their entire life cycle, including procurement, configuration, maintenance, and disposal

The ideal candidate will have most, if not all, of these requirements:

• Strong previous experience providing customer-facing desktop support with a wide range of technical skills and abilities.
• Experience as a subject expert for the implementation and support of enterprise wide systems (e.g. GSuite, Okta, Zoom, Slack, etc.) as well as experience auditing systems.
• Experience as the escalation point for end users on Windows, Mac, and Linux, including a real understanding of the systems underneath the GUI and Application layer.
• Experience with designing, implementing, and managing experience with JAMF, MECM/SCCM, or Intune, focusing on the development and maintenance of OS, configuration, and application deployment at an advanced level.
• Scripting and automation experience (ability to confidently work in command line on Windows and Mac machines to administer computers and create scripts for managing computers)
• Strong experience working in and understanding of an Active Directory / Azure AD environment
• Cloud Computing and Infrastructure experience 
• The ability to assist in the management of end user devices throughout their entire life cycle, including procurement, configuration, maintenance, and disposal
• Formal or informal leadership experience 
• Proficiency in scripting in Bash, Powershell
• Familiarity with the organized chaos that comes within a startup environment
• Relevant IT certifications (Comptia A+ N+, Security +, etc)

Additional experience and/or qualifications:

• Comfortable and skilled with resolving problems with little or no direct experience on the issues (being good at fixing things you don’t have any knowledge of, using a great baseline of technical knowledge and people skills)
• Has their own home lab and a passion for playing with and understanding technology beyond the needs of their day to day job
• Jira, Confluence, and Jira Service Management experience
• Networking and security experience a plus
• Linux experience a plus
• Preferred experience in a mixed technology environment with Microsoft, Google and Apple products
• Ability to occasionally lift up to 50 lbs
• Perform activities such as typing, standing, and sitting for extended periods of time
• Willingness to travel or work required nights/weekends/on-call occasionally
• Dedication to safety to mitigate industrial hazards that may include heat, cold, noise, fumes, strong magnets, lead (Pb), high voltage, and cryogenics
• #LI-Onsite

CFS team members thrive in a fast-paced, dynamic environment and have demonstrated exceptional results through a range of different pursuits. We all tightly align with our company values of integrity, execution, impact and self-critique. As we grow, we are looking to add talented people who are mission driven and bring diverse perspectives and new ways of solving problems.

At CFS, we deeply value diversity and are an equal opportunity employer by choice. We consider all qualified applicants equally for employment. We do not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.