Service Desk Engineer

Nexus Technologies Llc; United States; Remote; USD 29,000 - 40,000; Full time

Benefits offered by this job

PTO

Holidays

Life insurance

Disability insurance

401k match

EAP

Learning courses

Pluralsight access

Academy programs

Job summary

NexusTek is hiring a Service Desk Technician for 100% remote work from the United States. You will deliver Tier 1 frontline support across Windows and macOS, handle incidents via phone, chat, and email, and guide clients through MFA and identity protection tasks.

This role emphasizes documentation, SLA adherence, and strong customer service in a busy MSP setting. The ideal candidate has 1–3 years in MSP or service desk, with experience in Microsoft 365, Intune/Addigy/Jamf, and Entra ID.

Qualifications

• 1–3 years of experience in a service desk or MSP environment, 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.

Responsibilities

• 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.

Skills

Windows

macOS

Microsoft 365

Intune

Jamf

Entra ID

Active Directory

Networking (TCP/IP)

RMM/PSA tools

ConnectWise

Autotask

NinjaOne

Security tools

Tools

ConnectWise

Autotask

NinjaOne

Job description

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

Shift is 8:00 am to 5:00 pm M T or 9:00am to 6:00pm MT (time may vary by an hour either way). During your training period, shift may be slightly different.

Location requirements

100% remote, USA – work from home

Why this job is exciting

The Service Desk Technician provides Tier 1 frontline technical support to multiple client environments. This role supports a wide range of technologies across diverse industries and is responsible for resolving moderately complex technical issues while delivering exceptional customer service. The ideal candidate thrives in a fast-paced MSP environment, can manage competing priorities, and maintains strong documentation and communication standards.

You Know How To:

• 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.

Knowledge/Experience:

• 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)
• ITIL Foundation
• Vendor certifications related to firewall, security, or RMM platforms (a plus)

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 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
• 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
• 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.

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.