IT Service Desk Technician

Nexus IT Inc • Mesa, AZ

17h • $50,000 - $58,000 • Remote

About The Position

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.

Requirements

• 1+ years of experience in customer service or IT support.
• A+ or Microsoft Certification required.
• Familiarity with M365 administration and Active Directory/Entra user support.
• Excellent communication and interpersonal skills.
• 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 procedures when security issues arise.
• This position is primarily remote, so you must be self-motivated and able to work independently in a fully remote setting.
• Residency in the Phoenix area is a requirement.

Nice To Haves

• Bachelor's degree in IT or a related field preferred but not required.
• We support ongoing professional development to achieve additional certifications such as Server+, NET+, and Security+.

Responsibilities

• 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 the 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.

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.
• We offer 2 hours of paid company time per week for certification training and clear career progression paths based on skill development and certifications.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees