Nexus IT · 3 weeks ago
IT Service Desk Technician
Salt Lake City,UT,US
Full-time
Onsite
Entry Level
$45K/yr - $85K/yr
2+ years expNexus IT is a premier provider of Managed IT, Cybersecurity, and Cloud Services. The Service Desk Technician is responsible for responding to and resolving client support tickets efficiently and accurately, ensuring high levels of client satisfaction and timely issue resolution.
Information ServicesInformation TechnologyService Industry
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
Qualification
Required
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
2+ years of experience in customer service or IT support
A+ Certification required
Excellent communication and interpersonal skills
Preferred
While A+ Certification is required, we encourage and support ongoing professional development to achieve additional certifications such as Server+, NET+, and Security+
Familiarity with M365 administration and user support
Bachelor's degree in IT or a related field preferred but not required
Benefits
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.
Certification Bonus Incentives.
Company
Nexus IT
Are you a business searching for IT Support in the Northern Utah area? Frustrated, having Network, Computer, Virus and Malware issues? Tired of dealing with incompetent, unreliable, and unprofessional Computer Consultants who are slow to respond and provide terrible customer service? It’s Time You Give Us A Call And See What IT Support Is Supposed To Be Like… No other IT Consulting Firm in Northern Utah can touch our lightning fast response, expert customer service, professionalism, reliability, communication, follow-through, or ability to deliver technology solutions that work EXACTLY the way you want them to.
51-200 employees
H1B Sponsorship
Nexus IT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (56)
2024 (75)
2023 (83)
2022 (68)
2021 (29)
2020 (20)
Funding
Current Stage
Growth StageTotal Funding
$60MKey Investors
Metropolitan Partners
2025-06-09Private Equity· $60M
Leadership Team
Earl Foote
CEO
Eric M. Sessions
Co-Founder + Chief Operating Officer (COO)
Recent News
Columbia West
2025-08-13
Company data provided by crunchbase