Service Desk Engineer

NexusTek is a U.S based, managed IT service provider to small and medium sized organizations. We excel in tackling the complexities of IT, such as cloud services, cyber-security, document management, data back-up and protection, and more. 

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

NexusTek’s 300 employees span 35+ states to service our growing client base. We have physical offices in Denver, Irvine, Boston, and NYC.

Working hours

Service Desk is a 24/7 team and schedules are based on this coverage. 

The shift needed for this position is Monday through Friday 8:00 AM to 5:00 PM EDT.

Location requirements

100% remote, USA – work from home

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 I, tier II, and tier III technical support responsibilities, requiring a thorough working knowledge of information technology and remote 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:

• Demonstrate knowledge and experience in information technology and administration. 
• Diagnose, research, troubleshoot, and resolve Tier I and Tier II technical hardware (printer, computer, peripherals) and common software issues.
• Assist users that may be locked out of computing devices, cloud services, or other applications.
• Direct unresolved issues to the next level of support personnel.
• Maintain the highest possible level of customer service.
• Work with vendors to provide clients with updates on ISP outages or vendor support issues.
• Assist with the upkeep of client environment documentation.

Centers of Excellence:

To best serve our clients, you may be required to operate within a specific or multiple centers of excellence (COE) below which include the skills:

Extended Triage:

• Microsoft Windows Server 2008 to present.
• Microsoft Windows 10 to Present.
• Microsoft Remote Desktop 2008 to Present
• Citrix Receiver
• Active Directory, DNS, DHCP
• O365 (Azure, Intune, SharePoint, Exchange Online, etc.)
• Printer Administration (Configuration, deployment, and troubleshooting)
• Basic Email filtering such as Barracuda
• Scan to email configuration
• PC Hardware Troubleshooting
• Mac OS configuration
• VPN Client Configuration (Windows, SonicWall, Meraki, Cisco)

Pay and Benefits 

This is a full-time position located in the United States and performed remotely with no travel.   

Estimated Starting Salary/Wage Range: $22.00-$25.00 hourly, less applicable withholdings and deductions, paid on a semi-monthly basis (The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees] skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role.  Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptional circumstances and/or for unusually qualified candidates.)      

In addition to legally-required benefits, NexusTek offers a generous benefit package to eligible full-time employees, which currently includes the following: