Nucleus Software

IT Support

• Serve as the front line of technical support, responsible for facilitating incoming calls and ensuring they are directed to the appropriate resources.
• Bring awareness and recurring issues to their direct supervisor.
• Monitor the call queue and ticket boards, and promptly address incoming calls and tickets.
• Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
• Troubleshoot and resolve technical issues according to established procedures and guidelines.
• Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed.
• Update internal documentation through our knowledge base resources and other relevant systems to ensure accurate and up-to-date information.
• Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time-intensive tasks.
• Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
• Attend all required meetings, including Support Pod Huddles, one-on-one sessions, and team meetings.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
• Other duties as assigned.

IT Support Specialist

• Monitor the call queue and ticket boards, and promptly address incoming calls and tickets.
• Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
• Troubleshoot and resolve technical issues according to established procedures and guidelines.
• Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed.
• Update internal documentation through our knowledge base resources and other relevant systems to ensure accurate and up-to-date information.
• Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time-intensive tasks.
• Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
• Attend all required meetings, including Pod Huddles, one-on-one sessions, and team meetings.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
• Must be willing and able to go onsite as required depending on client needs.
• Other duties as assigned.

IT Support Specialist II

Manager

• Serve as the main point of contact for assigned clients, building strong relationships and acting as their advocate within Nucleus.
• Lead client onboarding and ensure seamless go-live experience.
• Proactively identify client needs and recommend solutions aligned with business goals.
• Handle day-to-day client requests including meetings, invoicing questions, and service escalations.
• Drive adoption of Nucleus standards and participate in the delivery of value through Technology Scorecards, routine audits, and other initiatives.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
• Manage a pod of technicians, providing coaching, mentorship, and performance feedback.
• Act as the technical escalation point for the team and ensure timely resolution of client issues.
• Monitor and report on key performance indicators (KPIs) such as ticket closures, CSAT, response/resolution times, and utilization.
• Collaborate with internal departments to align service delivery with client expectations and internal standards.
• Conduct regular one-on-ones, performance reviews, and support employee development plans.
• Lead initiatives to improve service quality, standardization, and process adherence.
• Participate in cross-functional meetings to align on client experience, retention strategies, and revenue generation.
• Maintain accurate documentation on platforms such as ITGlue and ConnectWise PSA.
• Support continuous improvement through feedback loops, training, and internal collaboration.
• Perform quality assurance (QA) on support tickets and project documentation, offering constructive feedback and coaching as needed.

IT Support Specialist

IT Support Specialist II

Service Experience Manager