Help Desk Technician (Tier 1)

Nebius•New York City, NY

9h•Remote

About The Position

Why work at Nebius Nebius is leading a new era in cloud computing to serve the global AI economy. We create the tools and resources our customers need to solve real-world challenges and transform industries, without massive infrastructure costs or the need to build large in-house AI/ML teams. Our employees work at the cutting edge of AI cloud infrastructure alongside some of the most experienced and innovative leaders and engineers in the field. Where we work Headquartered in Amsterdam and listed on Nasdaq, Nebius has a global footprint with R&D hubs across Europe, North America, and Israel. The team of over 800 employees includes more than 400 highly skilled engineers with deep expertise across hardware and software engineering, as well as an in-house AI R&D team. The role We are seeking a reliable, tech-savvy, and customer-focused Tier 1 Service Desk Technician to join our IT team. This position is responsible for providing first-level support for end-user IT issues, including hardware, software, and basic networking problems. The role requires a hands-on approach to assisting employees with day-to-day technical issues and setups. You’re welcome to work remotely in the USA.

Requirements

An IT customer support background with 4+ years of service desk technical experience.
Advanced troubleshooting skills in AV systems, Microsoft Azure, Microsoft 365 (including Office 365), networking, software and MDM administration, along with experience managing enterprise applications such as Slack, Jira, Zoom, and similar tools.
Technical documentation and knowledge base (KB) writing skills.
Hands-on experience with Jira or comparable service management systems.
A customer-first mindset, prioritizing employee satisfaction and support quality.
The ability to independently resolve technical issues across the support portfolio.
Strong organizational skills with the capacity to effectively prioritize and manage a busy workload.
A collaborative spirit, working seamlessly with cross-functional team members to meet employee needs and achieve company goals.

Nice To Haves

Exhaust all possible scenarios within their access level when attempting to resolve an issue
Proactively seek feedback from peers, mentors, and leaders
Exhibits prideful ownership of work and proactively champions the needs of the team, users, and projects
Contribute to continuous service improvement by participating in projects and driving operational enhancements.
Build meaningful and fruitful relationships within the team and cross functionally
Fearlessly seek improvement personally, within processes, and within the team’s culture

Responsibilities

Serve as the first point of contact for users seeking technical assistance in person, messaging, ticket, or email.
Log, categorize, and prioritize all incoming support requests in the IT ticketing system.
Analyze, troubleshoot, resolve and document a broad scope of hardware, software, and peripheral issues (e.g., printers, monitors, network).
Assist with user account creation, password resets, and access permissions in Active Directory and other enterprise systems.
Install, configure, and maintain desktop/laptop computers, mobile devices, and software applications.
Escalate complex or unresolved issues to Tier 2/3 support in a timely manner.
Maintain and update asset inventory records.
Facilitate and support seamless onboarding and off-boarding processes, including workstation setup, re-imaging and return.
Follow standard procedures for proper escalation and ticket closure.
Provide excellent customer service by ensuring timely and clear communication with end users.
Extensively document actions taken and suggested resolutions in detail.
Actively contribute to IT knowledge base.
Assist with regular IT maintenance tasks, such as software updates and hardware checks (for both user endpoints and office infrastructure).
Ensure compliance with company IT policies and procedures.

Benefits

Competitive salary and comprehensive benefits package.
Opportunities for professional growth within Nebius.
Flexible working arrangements.
A dynamic and collaborative work environment that values initiative and innovation.

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