[Hiring] IT Service Desk Technician @Nexus IT Inc

Role Description

The Service Desk Technician is the first point of contact for our clients. Your role aims to ensure that every initial contact offers an exceptional support experience for each client.

• Respond to and resolve support tickets in accordance with SLAs, focusing on timely responses and effective solutions.
• Provide excellent customer service and model best practices for the team.
• Ensure clients receive agreed-upon service levels, measured by KPIs and metrics.
• Actively participate in building a high-trust, high-performance team culture of collaboration and continuous improvement.
• Engage with clients through phone, email, and chat to ensure satisfaction and provide updates on ticket progress.
• Document all work in a ticketing system and expand company procedures to maintain a knowledge base.

Qualifications

• 1+ years of experience in customer service or IT support.
• A+ Certification required.
• Familiarity with M365 administration and Active Directory/Entra user support.
• Bachelor's degree in IT or a related field preferred but not required.
• Excellent communication and interpersonal skills.

Requirements

• Exceptional customer service skills, a friendly demeanor, and a strong desire to help clients succeed with technology.
• Basic to intermediate networking troubleshooting (e.g., VPN, connectivity issues, DHCP/DNS).
• Proficient in email troubleshooting, including issues related to M365 suite (password resets, mail flow issues, calendar syncing).
• Microsoft Office 365: Ability to manage and troubleshoot M365 desktop applications and services.
• Basic printer and peripheral troubleshooting (e.g., network printers, scanners, drivers, connectivity).
• Windows OS: Intermediate knowledge of Microsoft Workstation Operating Systems and their applications, with the ability to troubleshoot common user issues.
• Ticket and time management: Effectively manage multiple priorities and tickets, escalating when necessary.
• Basic understanding of security best practices (e.g., antivirus, password management) and incident escalation when security issues arise.
• This position is fully remote, so you must be self-motivated and capable of working independently in a fully remote setting.

Benefits

• Competitive salary DOE.
• Comprehensive benefits and perks package, including medical, dental, vision, life, long-term and short-term disability, mental health support, wellness programs/apps, telemedicine, prescription discounts, retirement plans, etc.
• PTO Program.
• Opportunities for career growth and professional development.
• An abundance-minded, fun, fulfilling culture.
• Certification bonus incentives.