Service Desk Engineer

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 9:00 am to 6:00 pm MST

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

Location requirements

100% remote, USA – work from home

Why this job is exciting

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 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:

• Serve as the first point of contact for customers seeking technical assistance and provide exceptional technical support via phone, email, and chat to clients, maintaining high levels of customer satisfaction.
• Troubleshoot, diagnose, and resolve Tier I and Tier II technical issues related to hardware (e.g., printers, computers, peripherals) and common software applications.
• Resolve issues in Citrix environments or Virtual Desktop Infrastructure (VDI), such as user sessions, performance concerns, and software access problems.
• 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:

• Citrix and VDI: Experience with Citrix Virtual Apps & Desktops, Citrix Receiver, and Virtual Desktop Infrastructure (VDI) technologies.
• Hardware and Software: Strong troubleshooting skills with computers, printers, peripherals, and applications, including cloud services and Microsoft O365 applications.
• 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 Intune, SharePoint, Exchange Online, and other O365 tools.
• 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)
• Citrix Certified Associate – Virtualization (CCA-V) or Citrix Certified 
• ITIL Foundation 

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: $25.00-$27.00 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:  

• Four weeks of annual accrued PTO   
• Seven paid national holidays  
• Medical, dental, vision options   
• Company-paid life insurance, short and long-term disability   
• Voluntary benefits such as critical illness and accident   
• Voluntary Legal Shield and identity theft protection    
• Discretionary annual 401k match plan  
• Generous employee referral bonus plan  
• Employee Assistance Program  
• Access to over 90,000+ courses in ADP My Learning    
• StandOut employee engagement tools  
• Eligible to apply for a Pluralsight license  
• Eligible to apply for NexusTek Technical Academy or Leadership Academy  
• We’re happy to provide our full benefits guide at any point in the process!

We’re happy to provide our comprehensive benefits guide. Each benefit is subject to eligibility requirements as specified in plan documents, and the Company reserves the right to modify the benefits it offers from time to time.

Interview Process - Typical interview process for this role:

Application Stage - Thanks for showing interest!

• Submit your application

 Screening Stage - Let's get to know each other!

• Our recruiters carefully consider each application. If you are selected to move forward, we will contact you for the introductory screening 
• 20 min Recruiter screening to introduce you to NexusTek and get to know what motivates you

Interview Stage - We’ll dive into your experience more in depth

• One-hour technical interview with Hiring Manager (virtual)
• Two-hour lab assessment taken from your home
• 30 min follow-up Hiring Manager interview 
• References – 3 professional references at least one direct supervisor 
• You are welcome to request additional conversations with team members you didn’t get to meet during the process 

NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws

NexusTek participates in E-Verify for all US Employees

Please be aware of potential recruitment fraud and fake social media pages. NexusTek will never ask you to pay a fee as part of the interview process. Additionally, we will not ask for your personal banking information until you have signed an employment offer and completed virtual onboarding training and paperwork provided by our HR team.

All communications with NexusTek professionals will only be sent from an @nexustek.com or ADP email address and never originate from gmail.com, yahoo.com, or other commercial email services. If you are viewing this job post outside of our website and interested in exploring opportunities, please go directly to our Careers Page:  https://www.nexustek.com/nexustek-careers/ or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP&lang=en_US