NexusTek · 23 hours ago
Service Desk Engineer
United States
Full-time
Remote
Entry, Mid Level
$25/hr - $31/hrNexusTek is a dynamic IT company offering remote work opportunities. They are seeking a Service Desk Engineer to provide technical support, troubleshoot issues, and enhance client technology efficiencies in a fast-paced environment.
Cloud Data ServicesCloud InfrastructureCloud ManagementCyber SecurityData CenterEnterprise Resource Planning (ERP)Enterprise SoftwareIT ManagementSoftwareVirtual Desktop
Responsibilities
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 1 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
Qualification
Required
Proactive and independent technical expert who performs a variety of tier I and tier 2 technical support responsibilities, requiring a thorough working knowledge of information technology and remote desktop support
Skilled communicator on all levels and dedicated to providing top-notch customer service
Meticulous attention to detail shown through timekeeping, documentation, execution of the technical work
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 1 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, Hardware and Software, Active Directory/M365 Administration & User Management, Windows & Remote Access, Microsoft O365, Networking, End-User Support, Hardware/Software Management
Preferred
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
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
Company
NexusTek
Delivering business outcomes with IT solutions that optimize, grow, and secure your business.
Founded in 1996
201-500 employees
H1B Sponsorship
NexusTek has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
A&M Capital Strategic InvestmentsLightview Capital
2023-05-16Private Equity
2017-12-13Acquired
2014-09-11Private Equity
Leadership Team
Hamilton Yu
Chief Executive Officer
Scott Ray
Chief Operating Officer
Recent News
2025-12-05
Company data provided by crunchbase