Support Desk Engineer

Five Nines Technology Group, LLC • Lincoln, NE

2d

About The Position

A Support Desk Engineer serves as a primary point of contact for client technical support and helps deliver a high-quality client experience. The role manages and resolves end-user tickets submitted by phone, desktop application, and email; diagnoses system issues, identifies root causes, and uses sound judgment to determine when escalation is appropriate. In addition to following established procedures, the Support Desk Engineer contributes to documentation, refines support workflows, and supports fellow Niners. The position delivers timely, effective resolutions while building technical expertise.

The role supports backup solutions, Microsoft core business applications and operating systems, WAN and LAN connectivity, and remote access solutions including VPN, Terminal Services, and Citrix. It also monitors remote monitoring and management system alerts, handles system documentation and maintenance, and keeps customers informed about incident progress, impending changes, and agreed outages. Occasional onsite support may be required in Omaha, Lincoln, or Kearney, Nebraska.

Requirements

• Understanding of operating systems, business applications, and printing systems.
• Strong written and verbal communication skills for providing high-level customer service.
• Ability to diagnose technical issues.
• Technical awareness and ability to match resources appropriately to technical issues.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Self-motivation and ability to multitask in a fast-paced environment.
• Ability to work in a team environment and communicate effectively.
• Positive attitude and high energy.

Responsibilities

• Manage and resolve end-user support tickets submitted via phone, desktop application, and email.
• Diagnose and resolve system issues, identify root causes, and determine when escalation is appropriate.
• Provide support for backup solutions.
• Resolve technical issues involving Microsoft's core business applications and operating systems.
• Provide basic network-level technical support for WAN and LAN connectivity.
• Implement and support basic remote access solutions, including VPN, Terminal Services, and Citrix.
• Monitor remote monitoring and management system alerts and notifications and respond through service tickets.
• Maintain, review, and document systems.
• Keep customers informed of incident progress, impending changes, and agreed outages.
• Contribute to support documentation and workflow improvements and provide support to fellow Niners.
• Deliver customer service that achieves a satisfaction rate of 90% or better, meet response SLAs 95% of the time and resolution SLAs 80% of the time, and enter all work as service tickets.
• Provide occasional onsite support in Omaha, Lincoln, or Kearney, Nebraska.

Benefits

• Competitive wage.
• Employee-focused environment.
• Health care benefits options, including dental and vision, with a wellness and safety focus.
• Mobile phone stipend.
• Home internet stipend.
• Long-term and short-term disability insurance.
• 401(k) plan with company match.
• Three weeks of PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed