IT Support Desk Engineer — Fast, Expert Client Help

Five Nines; Omaha (NE); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Competitive wage

Employee-focused environment

Full health care with dental andvision

Mobile phone stipend

Home internet stipend

Disability insurance (long/short-term)

401K plan with company match

3 weeks PTO

Job summary

Five Nines seeks a diligent Support Desk Engineer to be the first point of contact for client technical support in the Omaha area. You will handle end-user tickets submitted by phone, desktop application, and email, diagnose issues, and apply sound judgment to escalate when needed.

You will contribute to documentation, refine support workflows, and assist fellow Niners while delivering timely resolutions and maintaining high client satisfaction.

Qualifications

• Provide the highest level of customer service and meet SLA targets.
• Demonstrate strong written and verbal communication skills.
• Ability to diagnose technical issues and determine appropriate escalation.
• Be available for occasional onsite support in the Omaha area.

Responsibilities

• Serve as a primary contact for client technical support via phone, desktop app, and email.
• Diagnose and resolve end-user system issues; identify root causes.
• Escalate when necessary and contribute to knowledge base and workflows.
• Support fellow Niners and maintain thorough documentation of resolutions.
• Monitor and respond to system alerts and maintain incident progress with customers.

Skills

Customer service

Communication

Issue diagnosis

Team collaboration

Education

Technical degree (optional)

Tools

VPN

Terminal Services

Citrix

Job description

Five Nines seeks a diligent Support Desk Engineer to be the first point of contact for client technical support in the Omaha area. You will handle end-user tickets submitted by phone, desktop application, and email, diagnose issues, and apply sound judgment to escalate when needed.

You will contribute to documentation, refine support workflows, and assist fellow Niners while delivering timely resolutions and maintaining high client satisfaction.