Service Desk Engineer Tier II

NexusTek is anchored by a long-established core business that delivers unparalleled managed IT services to a wide range of clients. We are embarking on a new chapter, expanding our offerings with three strategic initiatives: Professional and managed services for hybrid cloud, cybersecurity, generative AI and data. Our ambition is to cultivate a premier service organization recognized nationally for its leadership in these areas.

Our mission is to take away technology headaches allowing our clients to focus on their core business.  

Working hours

The shift needed for this position is Monday through Friday 8:00am - 4:30pm Mountain 

Participate in a rotating on-call schedule (afterhours and weekends) 

Location requirements

100% onsite at a client-site in Denver, CO

Frequent scheduled and/or unscheduled travel to other locations within Denver is required

Why this job is exciting

Feeling stagnated in your current IT role? You won’t at NexusTek - no two days are alike in the MSP world! This is a fast-paced, ever changing IT position. You will work hands-on with the latest technology in multiple environments. All while engaging our clients in the process to understand their technology needs and enhance their technology efficiencies. 

Who you are

Proactive and independent technical expert who performs a variety of tier II technical support responsibilities, requiring a thorough working knowledge of information technology and desktop support. You are a skilled communicator on all levels and dedicated to providing top-notch customer service. Your meticulous attention to detail is shown through your timekeeping, documentation, execution of the technical work.

 You Know How To:

• Serve as the first point of contact for customers seeking technical assistance and provide exceptional technical support via in person, by phone, email, and chat to clients, maintaining high levels of customer satisfaction.
• Troubleshoot, diagnose, and resolve Tier 1 and 2 technical issues related to desktop hardware (e.g., printers, computers, peripherals) and common software applications.
• Able to multi-task in busy environments
• Log all technical issues and incidents in the ConnectWise ticketing system and update cases with detailed, comprehensive notes until issue is resolved. 
• Ensure accurate documentation of client environments, issue resolution steps, and time/expense tracking.
• Understand ticket priority and criticality and direct unresolved issues to the next level of support personnel.
• Exhibit strong time management skills, ensuring that customer requests are handled promptly while meeting deadlines and maintaining high-quality service.

Hands-on experience in the following technologies:

• Active Directory/M365 Administration & User Management: Experience with Active Directory (AD) and M365 admin portal, password resets, user account creation, and managing group memberships.
• Windows & Remote Access: Troubleshooting experience with Windows OS (Windows 10/11), Remote Desktop, and VPN clients (Windows, SonicWall, Meraki, Cisco).
• Microsoft O365: Familiarity with SharePoint, Exchange Online, Microsoft Office, Teams, and other O365 tools.
• Microsoft Intune - Strong skillset in Imaging and Deployment using Microsoft Tools 
• Excellent attention to detail and ability to manage and maintain documentation of a large inventory of assets. 
• Networking: Experience with VPN client configuration and basic network troubleshooting.
• End-User Support: Hands-on experience in managing common IT support issues for end users (e.g., email issues, hardware troubleshooting, software installations, and updates).
• Hardware/Software Management: Troubleshooting and resolving issues related to printers, PCs, peripherals, and cloud services (e.g., Office 365, Azure). 

One or all of the following certifications is highly desirable:

• CompTIA A+ and Network+
• Microsoft 365 and Windows Server Certifications (e.g., MS-900, MD-102, AZ-900, AZ-140, AZ-800 and 801)

Pay and Benefits