Service Desk Engineer

Working hours

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

We are hiring for the following shift:

Monday through Friday: 8:00 am to 5:00 pm PST.

NOTE: The schedule you work may shift by an hour in either direction due to new clients and volume based on time zone.

Location requirements

100% remote, USA – work from home

Why this job is exciting

This is a fast-paced, dynamic 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 and tier 2 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:

• Maintain high levels of customer satisfaction and billable/utilization hours.
• Answer up to 20 calls per day and manage up to 15 tickets at a time.
• Troubleshoot client IT workstation environments and peripherals.
• Maintain consistent communication with clients through phone and email.
• Implement NexusTek's best practices and core values.

 Hands-on experience in the following technologies:

• Microsoft Windows Server 2008 to present
• Microsoft Exchange 2010 to present
• Microsoft Hyper-V (2012R2-2019)
• Microsoft Windows 10 to Present
• WMware ESXi 5.5-6.7
• Microsoft Remote Desktop 2008 to Present
• Citrix Virutal Apps and Desktop
• 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)
• MSP applications like Connectwise, LabTech, and IT Glue desirable

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 to $28.00 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
• Complete the Culture Index survey: https://go.cultureindex.com/p/5Bv279zCaLck
  • NOTE: Completing the Culture Index survey is an application requirement. Final candidates who have not completed the survey will not be considered for final selection.

 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