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.

The Service Desk Engineer is on a team responsible for remote and onsite service and support needs for the CFS employees and collaborators customers. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software. The Service Desk team is the first point of contact and escalation for all IT issues.

The role reports to the Service Desk Lead, and work very closely with the IT Teams to provide exceptional services to the CFS community, including identifying areas for improvements by looking at tickets and at the user experience.

This team member will:

- Work on a team as a primary point of contact to deliver top-notch support to our end users with grace, patience, and efficiency
- Lead 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.
- Evolve current processes with an eye towards automating the repetitive tasks so the humans can focus on solving the hard problems
- Support the technical onboarding experience for new CFS employees making sure they have the equipment and tools to be successful
- Provide rotational off-hours support as well as occasional after-hours availability for system upgrades, etc.

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

- Bachelor's degree preferred
- 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 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 remotely
- Jira, Confluence, and Jira Service Management experience
- AWS and Infrastructure experience a plus
- Networking and security experience a plus
- Scripting and automation experience a plus
- Linux experience a plus
- Familiarity with the organized chaos that comes within a startup environment

Additional experience and/or qualifications:

- Preferred experience in a mixed technology environment with Microsoft, Google and Apple products
- Relevant IT certifications (Comptia A+ N+, Security +)
- 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-Hybrid
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.