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 over $2 billion in capital – more than any other fusion energy company in the U.S.

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.

Join the power movement as a Service Desk Engineer

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.

What you'll do:

• 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 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. May begin contributing to policy or process development. May manage some limited risk associated with their work and informs and engages management early for support
• Understand how their work fits into team strategy, and are able to prioritize short to mid term tasks to align with that
• Provide assistance with instructing more junior team members by showing how specific tools are used or specific well defined tasks are completed.

What we’re looking for:

• Previous experience providing customer-facing desktop support
• Experience participating in the implementation and support of enterprise wide systems (e.g. G Suite, Freshservice, Okta, Zoom, etc.) as well as experience auditing systems
• Experience developing and managing Okta and FreshService workflows and other automation
• 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 remotely
• 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

Bonus points:

• Preferred experience in a mixed technology environment with Microsoft, Google and Apple products
• Jira, Confluence, and Fresh Service Management experience
• Relevant IT certifications (Comptia A+ N+, Security +)

Must-have requirements:

• 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
• Work in a facility that contains industrial hazards including heat, cold, noise, fumes, strong magnets, lead (Pb), high voltage, high current, pressure systems, and cryogenics
• #LI-Hybrid

#LI-Hybrid

At CFS, we excel in fast-paced environments, driven by our values of integrity, execution, impact, and self-critique. As we grow, we’re eager to bring on mission-driven folks who offer diverse perspectives and fresh ways to tackle challenges.

We value diversity deeply and are proud to be an equal opportunity employer by choice. We consider all qualified applicants equally, regardless 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.