Service Desk Engineer

NexusTek is a U.S based, managed IT service provider to small and medium sized organizations. We excel in tackling the complexities of IT, such as cloud services, cyber-security, document management, data back-up and protection, and more. 

Our mission is to take away technology headaches allowing our clients to focus on their core business. 

NexusTek’s 300 employees span 35 states to service our growing client base. We have physical offices in Denver, Irvine, and Boston.

Working hours

40 hours/week

Monday - Friday 7:00am to 4:00pm Mountain. No on-call schedule and no outside of business hours, so nights and weekend are all yours! 

Location requirements

Westminster, CO

100% onsite

Why this job is exciting

This role is part of a lean, on-site team that has the backing of our broader NexusTek team. The Service Desk Engineer is a perfect way to get your foot in the IT door since you will be in the tech office and will have support and training from the rest of the on-site team.

Who you are

Proactive and independent technology enthusiast who performs a variety of tier I technical support responsibilities, requiring a working knowledge of information technology and desktop support. You are a skilled communicator on all levels and dedicated to providing top-notch customer service. Your meticulous attention to detail is shown through your timekeeping, documentation, and execution of the technical work. 

You know how to:

• Maintain high levels of customer satisfaction 

• Maintain notes in ChangeGear (ticketing system) and update cases as needed until resolved
• Continually identify and propose new ideas for improving department effectiveness
• Inform peers of any software or hardware fixes learned by documenting the symptoms and relevant fixes
• Keep all staff informed of any perceived trends, positive or negative, in calls being received and/or solutions being deployed
• Route tickets to other technical teams as needed, and escalate tickets to tier II as needed in a timely manner

• Maintain consistent communication with clients though in-person, phone, and email 
• Implement NexusTek’s best practices and core values

Troubleshooting will require skills in some or all of the following technologies: 

• Proprietary and standard software. Some examples are:
  1. Office 365
  2. Windows 10
  3. Microsoft Office suite
  4. Software Center
  5. Google Suite
• Desktops, laptops, Macs, Chromebooks, and hotspots
• Mobile devices (iPhone, Windows Mobile, Android) 
• Other technologies and software implemented at the client site in the future 
• Peripheral devices including printers, scanners, fax devices, and Smart Touch TVs
• Application password resets

Pay and Benefits

• 4-weeks accrued paid time off
• 7 paid holidays 
• Medical, dental, vision options
• Company-paid life insurance, short-term and long-term disability
• Discretionary annual 401K match plan 
• $25 per hour based on experience, skill set, and certifications
• Employee referral bonus plan
• Access to Pluralsight, LinkedIn Learning, and the NexusTek Technical Academy
• We’re happy to provide our full benefits guide at any point in the process!

Interview Process - Typical interview process for this role:

Application Stage - Thanks for showing interest!

• Submit your application
• Complete the Culture Index Survey offered in the application steps (link to survey also provided below)
  • Culture Index is offered in 30 languages - select in your native language!
  • Culture Index Link: https://go.apply.ci/p/XYc2r1b19PXrg0IM

Screening Stage - Let's get to know each other!

• Our recruiters carefully consider each application. If you are selected to move forward, we will contact you for the introductory screening 
• 20 min Recruiter screening to introduce you to NexusTek and get to know what motivates you

Interview Stage - We’ll dive into your experience more in depth

• 30-minute interview with Hiring Manager (virtual)
• 30 min follow-up interview with Hiring Manager and POC (in-person) 
• You are welcome to request additional conversations with team members you didn’t get to meet during the process 

NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws

NexusTek participates in E-Verify for all US Employees