What are the responsibilities and job description for the Sr. Associate, IT Technician position at NOBULL?
NOBULL 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.
\n- 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.
- 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.
- Freshservice Administrator certification or equivalent hands-on experience configuring Freshservice modules.
- Experience implementing or refining Freshservice automations, workflows, and approval chains.
- Previous experience in a high-growth, SaaS, or startup environment.
If you are an applicant located in California, please review our California Applicant Privacy Notice, which explains the categories of personal information that we collect and the purposes for which we use such personal information.
Unsolicited resumes from external staffing agencies will not be accepted.
Salary : $65,000 - $72,000