Client-Facing IT Support Desk Engineer

Five Nines Technology Group; Lincoln (NE); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive wage

Health care benefits (dental andVision

Phone stipend

Home internet stipend

Disability insurance

401K with company match

3 weeks PTO

Job summary

Five Nines Technology Group is seeking a Support Desk Engineer to join our Lincoln, NE team. You will serve as the primary contact for client technical support, diagnosing and resolving issues across end-user devices, business applications, and basic network components.

You’ll contribute to documentation, refine workflows, and assist fellow Niners while delivering timely resolutions. You will support on-site needs in Omaha, Lincoln, and nearby NE locations, maintain clear incident communication,

Qualifications

• Provide the highest level of customer service, perception, and satisfaction. Achieve 90% or better satisfaction rate.
• Meet client response SLA’s 95% of time
• Meet client resolution SLA’s 80% of time
• Enter all work as service tickets 100% of the time
• Bring a positive attitude and high energy 100% of the time
• Be available for occasional onsite support (Omaha, Lincoln, Kearney, NE)
• Understanding of operating systems, business applications, and printing systems
• Strong written and verbal communication skills are essential to provide high-level customer service
• Ability to diagnose technical issues
• Technical awareness: ability to match resources to technical issues appropriately
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to multi-task while working in a fast-paced environment
• Ability to work in a team environment and communicate effectively

Responsibilities

• Serve as the primary point of contact for client technical support via phone, desktop app, and email.
• Diagnose and resolve end-user issues, identify root causes, and determine escalation needs.
• Contribute to documentation, refine support workflows, and assist fellow team members.
• Provide basic technical support at the network level (WAN/LAN) and remote access solutions (VPN, Terminal Services, Citrix).
• Monitor system alerts via the remote monitoring and management (RMM) system and respond through service tickets.
• Document and maintain system information, processes, and incident progress communication to customers.

Skills

Customer service

SLA adherence

Ticketing

Onsite support

Team communication

Tools

VPN

Citrix

RMM tools

Job description

Five Nines Technology Group is seeking a Support Desk Engineer to join our Lincoln, NE team. You will serve as the primary contact for client technical support, diagnosing and resolving issues across end-user devices, business applications, and basic network components.

You’ll contribute to documentation, refine workflows, and assist fellow Niners while delivering timely resolutions. You will support on-site needs in Omaha, Lincoln, and nearby NE locations, maintain clear incident communication,