IT Service Desk Technician

Position: IT Service Desk Technician

Location: Reno, NV

Department: Service Desk Team 

Reports To: Service Desk Tier 1 Team Lead (TL)

Salary/Pay: $45K - $55K / Year - Commensurate with experience and education

FLSA Status: Full-Time, Exempt

About the Company

Founded in 1998, Nexus IT has grown into a premier provider of Managed IT, Cybersecurity, and Cloud Services. We stand apart as a purpose-driven IT company that prioritizes people, relationships, and results. Our Mission, Vision, and Values guide our culture and influence every interaction.

Under the leadership of CEO Earl Foote and supported by a $60 million capital commitment from Metropolitan Partners Group, Nexus IT is positioned for continued growth. Every team member plays an essential role in maintaining our commitment to excellence, reliability, and operational integrity.

What We Offer:

• 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.

Purpose of the Role:

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. 

How You Create Value:

You deliver value to our clients and to Nexus by providing timely, precise ticket resolution, ensuring clients’ technical needs are addressed, and exceeding their expectations. 

Essential Duties and 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 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.

Key Technical Skills and Responsibilities:

• 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.

Working Conditions

• This position is fully remote. 
• Occasional travel in the Reno/Carson City area may be required for on-site client support. 
• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. 

Experience and Education:

• 1+ years of experience in customer service or IT support.
• A+ Certification required.
• While A+ Certification is required, we support ongoing professional development to achieve additional certifications such as Server+, NET+, and Security+.
• We offer 2 hours of paid company time per week for certification training and clear career progression paths based on skill development and certifications.
• 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.