Service Desk Engineer

NexusTek; United States; On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Medical, dental, vision

401k matching

Paid holidays

PTO

Life insurance

Job summary

United States Digital Space LLC is seeking a Service Desk Technician to deliver Tier 1 remote support across multiple client environments. You will troubleshoot Windows and macOS devices, manage Microsoft 365 services, and assist with Intune/MDM tools while documenting all activities for strong customer service.

The right candidate thrives in a fast-paced MSP setting, communicates clearly with technical and non-technical stakeholders, and maintains professional service delivery from a fully

Qualifications

• 1–3 years in a service desk or MSP environment.
• Strong Windows and macOS troubleshooting skills.
• Experience with Microsoft 365 administration and Intune or similar MDM tools.

Responsibilities

• Serve as first point of contact for incidents via phone, chat, email, and ticketing.
• Provide remote support across Windows, macOS, and cloud apps like Exchange Online.
• Troubleshoot hardware, software, and network issues with clear documentation.
• Maintain SLA targets and escalate to Tier 2/3 when needed.

Skills

Windows expertise

macOS familiarity

Microsoft 365 administration

Intune / device management

Active Directory / Entra ID

Networking basics

RMM/PSA tools

Education

Service desk or MSP experience

Tools

Intune

Addigy

Jamf

ConnectWise

Autotask

NinjaOne

Job description

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

Shift is10:00 am to 7:00 pm 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)
• Azure Fundamentals (AZ-900)
• 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 to $27.00 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, geographically 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, the company 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 the company 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.

the company 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

the company participates in E-Verify for all US Employees

Please be aware of potential recruitment fraud and fake social media pages.the company 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.

CMMC Approved: 2026.04.20