Support Desk Engineer — Fast, Customer-Centric IT Support

Five Nines Technology Group, LLC; Omaha (NE); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive wage

Employee focused environment

Full health care benefits incl. dental

Vision with wellness emphasis

Mobile phone stipend and home internet

Long/short-term disability insurance

401K with company match

3 weeks PTO

Job summary

Five Nines Technology Group, LLC seeks a Support Desk Engineer to be the primary contact for client technical support. You will resolve end-user tickets via phone, desk app, and email, diagnose issues, identify root causes, and escalate when needed.

You’ll document processes, refine workflows, and support fellow team members to deliver exceptional client service. The role emphasizes strong communication, the ability to multitask in a fast-paced environment, and occasional onsite support in

Qualifications

• Provide the highest level of customer service and achieve 90%+ satisfaction.
• Meet client response SLA's 95% of the time and resolution SLA's 80%.
• Be available for occasional onsite support (Kearney, NE).
• Strong written and verbal communication skills are essential.
• Ability to diagnose technical issues and match resources to problems.

Responsibilities

• Serve as the primary contact for client technical support and resolve end-user tickets.
• Diagnose and resolve system issues, identify root causes, and escalate when appropriate.
• Contribute to documentation and refine support workflows.
• Provide basic technical support at network level: VPN, Citrix and remote access.

Skills

Customer service

Communication skills

Diagnose issues

Multi-tasking

Teamwork

On-site support

Job description

Five Nines Technology Group, LLC seeks a Support Desk Engineer to be the primary contact for client technical support. You will resolve end-user tickets via phone, desk app, and email, diagnose issues, identify root causes, and escalate when needed.

You’ll document processes, refine workflows, and support fellow team members to deliver exceptional client service. The role emphasizes strong communication, the ability to multitask in a fast-paced environment, and occasional onsite support in