IT Service Desk Technician

IT Service Desk Technician – Nexus IT

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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

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.

• 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.

The Service Desk Technician is responsible for responding to and resolving client support tickets efficiently and accurately.

• 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.

• 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.

• 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.
• 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.

Entry level

Full‑time

Information Technology

South Jordan, UT – $21.00-$25.00 per hour (posted 2 weeks ago)