Sr. Associate, IT Technician
3 days ago
Boston
Job DescriptionNOBULL is a wellness community that invites and challenges individuals who aspire to be a better version of themselves mentally, emotionally and physically. Through footwear, apparel, nutrition, and a winning mentality, we provide the plays and playbook for your personal pursuit of self-improvement. Our company is comprised of a small team of bright, passionate, and hardworking individuals dedicated to making a difference in people’s lives. As Sr. Associate, IT Technician, you will play a critical role in delivering high-quality technical support and systems troubleshooting within a predominantly macOS-based environment. This role requires a self-driven, detail-oriented professional who thrives in a fast-paced workplace and has direct hands-on experience with Freshservice as the core IT service management (ITSM) platform. You will be instrumental in providing end-user support, maintaining endpoint health and compliance, and driving operational excellence across IT services using Freshservice for ticketing, asset management, change requests, and automation workflows.Responsibilities • Provide Tier 1–2 support across macOS and Windows devices., • Triage, resolve, and document incidents and service requests. in Freshservice, ensuring adherence to SLAs and internal processes., • Assist with onboarding and offboarding via Freshservice workflows, including account provisioning, access setup, and device assignment., • Monitor and manage laptops/desktops via Kandji or similar MDM tools., • Approve and deploy OS and application patches across macOS and Windows endpoints., • Serve as the primary on-site resource for desktop peripherals, printers, and spare hardware., • Support secure access via VPN, SSO, and endpoint compliance tools., • Maintain and support Zoom Rooms, including device pairing, camera/mic calibration, and live troubleshooting during company meetings., • Provide technical assistance for A/V systems during executive presentations and team events., • Document A/V issues and solutions within Freshservice for future reference and continuous improvement., • Update and maintain internal IT knowledge base articles. in Freshservice Solutions for recurring issues and SOPs., • Track hardware/software assets and license usage using Freshservice CMDB/Asset modules., • Support change management processes by submitting and tracking changes via Freshservice Change Requests., • Enforce endpoint security practices including encryption, patching, and password standards., • Identify and escalate potential security incidents., • Support compliance efforts and participate in internal IT audits., • Collaborate with cross-functional teams on technical projects and initiatives., • Continuously evaluate IT workflows and propose optimizations using Freshservice Automator, Workflows, and Analytics., • Participate in after-hours support as needed for high-priority incidents., • Other duties as assigned.Qualifications, • Associate’s or Bachelor’s degree in Information Technology or related field (or equivalent experience)., • 2–4 years of IT support experience, ideally in a mid-sized or fast-paced environment., • Proven experience using Freshservice as a daily ITSM tool (ticketing, asset management, workflows, etc.)., • Proficiency with macOS and Windows operating systems., • Strong experience with Office 365, SharePoint, OneDrive, and Teams administration., • Hands-on experience with Kandji, Jamf, or Intune for endpoint management., • Solid understanding of A/V systems, particularly Zoom Room administration., • Familiarity with Azure AD, SSO, and VPN configuration., • Working knowledge of TCP/IP, DNS, and general networking principles., • Awareness of endpoint security and data compliance best practices (e.g., SOC 2, ISO 27001)., • Excellent communication, customer service, and documentation skills., • Ability to multitask and prioritize tickets or projects under minimal supervision., • Detail-oriented with the ability to prioritize and multitask., • Comfortable working cross-functionally with various stakeholders.Preferred Qualifications, • Freshservice Administrator certification or equivalent hands-on experience configuring Freshservice modules., • Experience implementing or refining Freshservice automations, workflows, and approval chains.