Sr. Associate, IT Technician

NOBULL is seeking a Sr. Associate, IT Technician to provide high-quality technical support and systems troubleshooting within a macOS-based environment. The role focuses on endpoint health, compliance, and operational excellence using Freshservice as the core IT service management platform. This position requires a self-driven, detail-oriented individual who is adept at resolving incidents, managing assets, and contributing to continuous improvement.

Requirements

• Provide Tier 1–2 support across macOS and Windows devices.
• Triage, resolve, and document incidents and service requests.
• Assist with onboarding and offboarding via Freshservice workflows.
• Monitor and manage laptops/desktops via Kandji or similar MDM tools.
• 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.
• Update and maintain internal IT knowledge base articles.
• 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.

Benefits

• Wellness community environment