Service Desk Engineer

🕒 Yesterday

🇺🇸 United States – Remote

💵 $25 - $27 / hour

⏰ Full Time

🟢 Junior

👷🏻‍♀️ Engineer

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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NexusTek

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1996

🔒 Cybersecurity

💰 Private Equity Round on 2023-05

Cloud Services • Cybersecurity • IT Consulting

NexusTek is a managed service provider specializing in IT transformation through comprehensive cloud, cybersecurity, data, and consulting services. They focus on delivering tailored solutions that enhance business operations, security, and cost-efficiency. With expertise in hybrid cloud solutions and advanced cybersecurity measures, NexusTek empowers businesses to optimize their IT strategies for enhanced productivity and growth.

📋 Description

• Serve as the first point of contact for incidents and service requests via phone, chat, email, and ticketing system • Provide remote technical support to multiple client environments across Windows and macOS platforms • Troubleshoot and resolve moderately complex hardware, software, peripheral, workstation performance, operating system, and application issues • Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive • Perform Exchange diagnostics including message tracing, mailbox permissions management, and mail flow analysis • Support line-of-business applications, remote access tools, and collaboration platforms • Support MFA configuration, conditional access troubleshooting, and secure account recovery • Manage device enrollment, configuration, and compliance using Microsoft Intune, Addigy, Jamf, or other RMM/MDM tools • Assist with deployment of policies, software packages, and configuration changes • Perform account administration within Active Directory and Entra ID • Provide intermediate networking support including DNS, DHCP, VPN connectivity, and basic routing • Support RMM platforms to proactively identify and remediate issues • Manage a multi-client ticket queue while adhering to SLAs and response targets • Log, categorize, prioritize, and document incidents in PSA/ITSM platforms • Troubleshoot issues before closure or reassignment and escalate incidents to Tier 2 or Tier 3 teams • Review Entra ID sign-in logs and investigate suspicious login activity or account lockouts • Assist with endpoint security tools, antivirus, EDR, and email security platforms • Maintain compliance with client-specific requirements and data protection standards • Communicate technical findings and solutions to technical and non-technical stakeholders • Provide updates on open issues and manage client expectations • Build strong working relationships with client contacts • Work a scheduled 10:00 a.m.–7:00 p.m. Monday–Tuesday shift within a 24/7 service desk, with possible training-period variation

🎯 Requirements

• 1–3 years of experience in a service desk or Managed Service Provider (MSP) environment, with MSP experience preferred • Strong working knowledge of Windows and macOS operating systems • Experience supporting Microsoft 365 environments including Exchange Online administration • Hands-on experience with Intune and/or Apple device management tools (Addigy, Jamf) • Experience with Active Directory and Entra ID administration • Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN) • Familiarity with RMM and PSA tools such as ConnectWise, Autotask, NinjaOne, or similar platforms • Exposure to endpoint security tools and email security platforms • One or all of the following certifications is highly desirable: CompTIA A+ and Network+; Microsoft 365 Fundamentals (MS-900); Modern Desktop Administrator Associate (MD-102); Azure Fundamentals (AZ-900); ITIL Foundation • Vendor certifications related to firewall, security, or RMM platforms are a plus • Must complete the Culture Index survey as an application requirement • Final candidates must provide 3 professional references, including at least one direct supervisor • Must be authorized to work in the United States, as NexusTek participates in E-Verify for all US employees

🏖️ Benefits

• 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 • No travel