[Remote] Service Desk Engineer

Note: The job is a remote job and is open to candidates in USA. NexusTek is a dynamic IT company offering remote work opportunities. They are seeking a Service Desk Engineer to provide technical support, troubleshoot issues, and enhance client technology efficiencies in a fast-paced environment. Responsibilities Serve as the first point of contact for customers seeking technical assistance and provide exceptional technical support via phone, email, and chat to clients, maintaining high levels of customer satisfaction Troubleshoot, diagnose, and resolve Tier 1 technical issues related to hardware (e.g., printers, computers, peripherals) and common software applications Resolve issues in Citrix environments or Virtual Desktop Infrastructure (VDI), such as user sessions, performance concerns, and software access problems Log all technical issues and incidents in the ConnectWise ticketing system and update cases with detailed, comprehensive notes until issue is resolved Ensure accurate documentation of client environments, issue resolution steps, and time/expense tracking Understand ticket priority and criticality and direct unresolved issues to the next level of support personnel Exhibit strong time management skills, ensuring that customer requests are handled promptly while meeting deadlines and maintaining high-quality service Skills Proactive and independent technical expert who performs a variety of tier I and tier 2 technical support responsibilities, requiring a thorough working knowledge of information technology and remote desktop support Skilled communicator on all levels and dedicated to providing top-notch customer service Meticulous attention to detail shown through timekeeping, documentation, execution of the technical work Serve as the first point of contact for customers seeking technical assistance and provide exceptional technical support via phone, email, and chat to clients, maintaining high levels of customer satisfaction Troubleshoot, diagnose, and resolve Tier 1 technical issues related to hardware (e.g., printers, computers, peripherals) and common software applications Resolve issues in Citrix environments or Virtual Desktop Infrastructure (VDI), such as user sessions, performance concerns, and software access problems Log all technical issues and incidents in the ConnectWise ticketing system and update cases with detailed, comprehensive notes until issue is resolved Ensure accurate documentation of client environments, issue resolution steps, and time/expense tracking Understand ticket priority and criticality and direct unresolved issues to the next level of support personnel Exhibit strong time management skills, ensuring that customer requests are handled promptly while meeting deadlines and maintaining high-quality service Hands-on experience in the following technologies: Citrix and VDI, Hardware and Software, Active Directory/M365 Administration & User Management, Windows & Remote Access, Microsoft O365, Networking, End-User Support, Hardware/Software Management One or all of the following certifications is highly desirable: CompTIA A+ and Network+, Microsoft 365 and Windows Server Certifications (e.g., MS-900, MD-102, AZ-900, AZ-140, AZ-800 and 801), Citrix Certified Associate – Virtualization (CCA-V) or Citrix Certified, ITIL Foundation Benefits 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 NexusTek Technical Academy or Leadership Academy Company Overview Delivering business outcomes with IT solutions that optimize, grow, and secure your business. It was founded in 1996, and is headquartered in Greenwood Village, Colorado, USA, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship NexusTek has a track record of offering H1B sponsorships, with 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.