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NexusTek, founded in 1996, is an IT solutions provider dedicated to driving business growth, improving security, and mitigating risks for mid-to-enterprise companies. With over 1,0
Service Desk Engineer
Location
United States
Posted
39 days ago
Salary
$22 - $25 / hour
Seniority
Junior
Job Description
Service Desk Engineer
NexusTek
• 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, and peripheral 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 across various client infrastructures. • Diagnose and resolve workstation performance issues, operating system errors, and application conflicts. • Support MFA configuration, conditional access troubleshooting, and secure account recovery processes. • 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 across client environments. • Perform account administration within Active Directory and Entra ID, including permissions management and access troubleshooting. • Provide intermediate networking support including DNS, DHCP, VPN connectivity, and basic routing issues. • Support remote monitoring and management (RMM) platforms to proactively identify and remediate issues. • Manage a ticket queue across multiple clients while adhering to defined SLAs and response targets. • Accurately log, categorize, prioritize, and document all incidents in the PSA/ITSM platform (e.g., ConnectWise, Autotask, ServiceNow). • Perform thorough troubleshooting to identify and resolve issues before closure or reassignment. • Identify incidents requiring escalation and route them appropriately 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 including antivirus, EDR, and email security platforms. • Support remediation efforts following documented security procedures. • Maintain adherence to client-specific compliance requirements and data protection standards. • Deliver professional, high-quality support while representing the MSP brand. • Communicate technical findings and solutions clearly to both technical and non-technical stakeholders. • Provide timely updates on open issues and manage client expectations effectively. • Build strong working relationships with client contacts through consistent and reliable service delivery.
Job 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 (a plus)
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
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