Nexus IT
IT Service Desk Technician – Nexus IT
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IT Service Desk Technician
role at
Nexus IT .
Description Position:
Service Desk Technician Location:
Salt Lake City, UT Reports To:
Front Line Service POD Team Lead (TL) Salary:
$45K - $85K / Year – commensurate with experience and education FLSA Status:
Full-Time, Exempt
About Nexus IT Founded in 1998, Nexus IT is a premier provider of managed IT, cybersecurity, and cloud services. Guided by purpose‑driven culture, our mission, vision, and values shape every interaction.
What We Offer
Competitive salary DOE
Comprehensive benefits and perks package, including medical, dental, vision, life, long‑term and short‑term disability, mental health, wellness programs/apps, telemedicine, prescription discounts, retirement programs, etc.
PTO Program
Career growth and professional development opportunities.
Abundance‑minded, fun, fulfilling culture.
Certification Bonus Incentives.
Purpose of the Role The Service Desk Technician is responsible for responding to and resolving client support tickets efficiently and accurately.
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.
Participate in on‑call rotations for 1 week at a time, typically 4 to 5 times per year per technician to provide after‑hours support for escalated incidents and urgent client issues.
Use CRM, ticketing systems, and BI dashboards to track performance metrics like CSAT and NPS, ensuring service excellence.
Working Conditions
Professional office environment.
Participation in on‑call rotations is required to address after‑hours escalations and urgent client issues.
Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.
Key Technical Skills and Responsibilities
Basic to intermediate networking troubleshooting (e.g., VPN, connectivity issues, simple firewall configurations, DHCP/DNS settings).
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 applications and services.
Basic printer and peripheral troubleshooting (e.g., network printers, 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.
Experience and Education
2+ years of experience in customer service or IT support.
A+ Certification required.
Encourage ongoing professional development for additional certifications (Server+, NET+, Security+).
Paid company time for certification training and clear career progression paths.
Familiarity with M365 administration and user support.
Bachelor's degree in IT or related field preferred but not required.
Excellent communication and interpersonal skills.
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Location and Compensation South Jordan, UT – $21.00-$25.00 per hour (posted 2 weeks ago)
Sign in to set job alerts for “Service Desk Technician” roles. #J-18808-Ljbffr
IT Service Desk Technician
role at
Nexus IT .
Description Position:
Service Desk Technician Location:
Salt Lake City, UT Reports To:
Front Line Service POD Team Lead (TL) Salary:
$45K - $85K / Year – commensurate with experience and education FLSA Status:
Full-Time, Exempt
About Nexus IT Founded in 1998, Nexus IT is a premier provider of managed IT, cybersecurity, and cloud services. Guided by purpose‑driven culture, our mission, vision, and values shape every interaction.
What We Offer
Competitive salary DOE
Comprehensive benefits and perks package, including medical, dental, vision, life, long‑term and short‑term disability, mental health, wellness programs/apps, telemedicine, prescription discounts, retirement programs, etc.
PTO Program
Career growth and professional development opportunities.
Abundance‑minded, fun, fulfilling culture.
Certification Bonus Incentives.
Purpose of the Role The Service Desk Technician is responsible for responding to and resolving client support tickets efficiently and accurately.
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.
Participate in on‑call rotations for 1 week at a time, typically 4 to 5 times per year per technician to provide after‑hours support for escalated incidents and urgent client issues.
Use CRM, ticketing systems, and BI dashboards to track performance metrics like CSAT and NPS, ensuring service excellence.
Working Conditions
Professional office environment.
Participation in on‑call rotations is required to address after‑hours escalations and urgent client issues.
Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.
Key Technical Skills and Responsibilities
Basic to intermediate networking troubleshooting (e.g., VPN, connectivity issues, simple firewall configurations, DHCP/DNS settings).
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 applications and services.
Basic printer and peripheral troubleshooting (e.g., network printers, 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.
Experience and Education
2+ years of experience in customer service or IT support.
A+ Certification required.
Encourage ongoing professional development for additional certifications (Server+, NET+, Security+).
Paid company time for certification training and clear career progression paths.
Familiarity with M365 administration and user support.
Bachelor's degree in IT or related field preferred but not required.
Excellent communication and interpersonal skills.
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Location and Compensation South Jordan, UT – $21.00-$25.00 per hour (posted 2 weeks ago)
Sign in to set job alerts for “Service Desk Technician” roles. #J-18808-Ljbffr