{"id":649741,"url":"https://alion.io/job/nscale-support-desk-analyst","title":"Support Desk Analyst","company":{"id":48155,"name":"Nscale","domain":"nscale.com","url":"https://alion.io/company/nscale","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":91,"open_postings":35,"ghost_share":0,"stale_share":0.143,"repost_share":0,"time_to_fill_p50_days":68,"computed_at":"2026-10-02T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":40000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Platform Engineering","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Edge AI","optional":true},{"name":"GCP","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-05-18T16:36:58Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-02T17:42:34Z","board_verified":true,"closed_at":null,"days_open":137,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":136},"description":"About Nscale\nNscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility.\n\nWe thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you’ll be contributing to building the technology that powers the future.\nAbout The Role\nNscale is seeking a Support Desk Analyst to provide first and second-line technical support to both internal teams and external customers.\nThis role serves as the frontline of our support organization, ensuring timely resolution of technical issues, maintaining high service standards, and escalating complex problems appropriately. You will play a critical role in maintaining operational continuity and delivering a high-quality support experience in a fast-paced, high-growth AI infrastructure environment.\nWhat You'll be Doing\nHandle incoming support requests via ticketing systems, email, and chat channels.\nDiagnose, troubleshoot, and resolve hardware, software, and cloud infrastructure issues.\nLog, track, and maintain accurate updates on all support tickets.\nPrioritize and escalate issues appropriately based on severity and impact.\nMaintain professional, clear, and courteous communication with users and stakeholders.\nProvide first-line technical support for connectivity, access, and configuration issues.\nAssist with account provisioning, permissions management, and authentication support.\nSupport onboarding and offboarding processes, including device and access setup.\nDocument issues, resolutions, and recurring patterns to build and maintain a knowledge base.\nIdentify systemic issues and escalate recurring problems to engineering or infrastructure teams.\nContribute to continuous improvement of support processes and workflows.\nIdentify opportunities for automation of repetitive support tasks.\nParticipate in knowledge-sharing sessions and internal training initiatives.\nSupport implementation of new tools, systems, and support platforms.\nCollaborate closely with Internal IT, Infrastructure, and Platform Engineering teams.\nSupport incident response efforts and assist in restoring service during outages.\nEnsure alignment with IT security and data protection standards.\nKey Performance Indicators\nFirst response time\nTicket resolution time\nCustomer satisfaction (CSAT)\nTicket backlog management\nEscalation accuracy and efficiency\nKnowledge base contribution and documentation quality\nAbout You\n1-3 years of experience in technical support, help desk, or a customer-facing technical role.\nStrong troubleshooting and analytical problem-solving skills.\nExcellent written and verbal communication skills.\nAbility to prioritize effectively in a fast-paced, high-growth environment.\nOrganized, disciplined, and detail-oriented approach to work.\nReliable and methodical with strong ownership mindset.\nCollaborative team player with strong interpersonal skills.\nTechnical Knowledge\nSolid understanding of IT fundamentals (networking, operating systems, cloud concepts).\nExperience supporting Windows and/or macOS environments.\nFamiliarity with ticketing systems and remote support tools.\nBasic understanding of IT security and data protection principles.\nExperience with VPN technologies and remote access troubleshooting.\nNice to Have\nExperience in a startup or scale-up environment.\nFamiliarity with cloud platforms (AWS, GCP, Azure).\nExposure to GPU infrastructure or AI/ML environments.\nUnderstanding of IT Service Management (ITIL) processes.\nRelevant certifications (CompTIA A+, Security+, or similar).\nExperience supporting technical or engineering teams.\nWhat We Can Offer You\nAt Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.\nHighly competitive package (base + equity) with reviews every 12 months. \nJoin the fastest-growing tech startup, your chance to push boundaries, collaborate with brilliant minds, and make your mark on cutting-edge AI. \nExpect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact, always with our full support. \nEqual Opportunities Statement\nWe strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.\nIf there’s anything we can do to accommodate your specific situation, please let us know.\nThe responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role.\nThe range below reflects the base salary for the position. Actual compensation may vary based on job-related factors such as skill set, experience, education, and location. In addition to base salary, this role may be eligible for bonus, equity, and/or commission programs. Nscale may offer a competitive benefits package including medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation.\nSalary Range\n$40,000—$80,000 USD\nFor information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here.\nNscale does not accept unsolicited candidate submissions from recruitment agencies.","description_format":"text","description_chars":6053,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Centers & Colocation","AI Compute & Inference"],"lifecycle":[{"event":"open","at":"2026-09-10T20:22:42Z"}],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.424,"p_room":0.28,"age_days":136,"expected_fill_days":68,"reasons":["conf:11","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-02T05:45:00Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":true},"html_url":"https://alion.io/job/nscale-support-desk-analyst","json_url":"https://alion.io/job/nscale-support-desk-analyst.json","meta":{"generated_at":"2026-10-03T03:32:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3399,"day_limit":5000,"remaining_today":1601,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}