Job Description
Join NexusTech Solutions as a Help Desk Support Specialist and become the hero behind our seamless IT operations! We're seeking a customer-focused professional to deliver exceptional technical support to our growing client base in Albuquerque. This hybrid role combines remote flexibility with in-office collaboration in our downtown Albuquerque hub. Enjoy competitive compensation, comprehensive benefits, and opportunities for career growth in a dynamic tech environment. If you're passionate about problem-solving and thrive in fast-paced settings, apply today to join our award-winning IT support team!
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and remote access for hardware/software issues
- Troubleshoot and resolve network connectivity, security protocols, and system performance problems
- Document all support cases in ServiceNow with detailed resolution steps and customer feedback
- Collaborate with senior engineers on complex escalations using Jira ticketing system
- Conduct new hire onboarding for laptops, accounts, and security protocols
- Implement proactive maintenance updates across 200+ endpoints using SCCM
- Maintain 95%+ customer satisfaction score through follow-up surveys
Qualifications
- 2+ years of IT help desk or desktop support experience
- CompTIA A+ or Network+ certification required
- Proficiency in Windows 10/11, Active Directory, and Office 365
- Strong knowledge of TCP/IP networking and VPN configurations
- Experience with service desk tools (ServiceNow, Jira, Zendesk)
- Excellent written/verbal communication and conflict resolution skills
- Ability to manage multiple priorities in fast-paced environments
- Valid New Mexico driver's license for occasional on-site visits