Service Desk Engineer

100% remote position within the USA — work from home.

Schedule

This is a full-time, 24/7 team with schedules based on coverage needs. Your assigned shift is Monday–Friday, 9:00 am to 6:00 pm EDT (may vary by ±1 hour). During training, the shift may differ slightly.

About the role

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 resolves moderately complex technical issues while delivering exceptional customer service. The ideal candidate thrives in a fast-paced MSP environment, manages competing priorities, and maintains strong documentation and communication standards.

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.

Requirements

• 1–3 years of experience in a service desk or Managed Service Provider (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.

Qualifications

One or more 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

Estimated starting salary/wage range: $26.00 hourly, less applicable withholdings and deductions, paid on a semi-monthly basis. The actual salary offered may vary based on relevant factors such as experience, qualifications, skill set, geographic location, certifications held, and other criteria. The majority of individuals in this position will fall in the low to mid-level of this scale; the upper end is offered only in exceptional circumstances and/or for unusually qualified candidates.

Benefits

In addition to legally required benefits, NexusTek offers a generous benefit package to eligible full-time employees, which currently includes:

• Four weeks of annual accrued PTO
• Seven paid national holidays
• Medical, dental, and vision options
• Company-paid life insurance, short- and long-term disability
• Voluntary benefits such as critical illness and accident coverage
• 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
• Eligibility to apply for a Pluralsight license
• Eligibility to apply for NexusTek Technical Academy or Leadership Academy

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.