Job Description
Join our elite IT support team at NexusTech Solutions and become a cornerstone of our digital infrastructure excellence. We're seeking a seasoned Help Desk Support Specialist to deliver world-class technical assistance to enterprise clients across the New York metropolitan area. This high-impact role combines deep technical expertise with exceptional client communication skills in a fast-paced, growth-oriented environment. Enjoy competitive compensation, comprehensive benefits, and clear pathways to leadership roles within our expanding organization.
Responsibilities
- Diagnose and resolve complex hardware/software issues across Windows/macOS environments using remote management tools
- Provide Tier 3 support for enterprise applications including SAP, Salesforce, and Citrix platforms
- Document all incidents, resolutions, and preventive actions in ServiceNow with meticulous detail
- Collaborate with network and security teams on cross-functional IT initiatives
- Train end-users on new systems and optimize IT workflows through automation
- Maintain 99.9% SLA compliance with proactive monitoring and rapid response protocols
Qualifications
- 5+ years of enterprise-level help desk experience with Windows Server 2019+ and Active Directory
- CompTIA Security+ certification or equivalent cybersecurity knowledge
- Expertise in ticketing systems (ServiceNow/Jira) and remote support tools (TeamViewer/Duo)
- Proven ability to de-escalate technical issues while maintaining client satisfaction scores >95%
- Experience with cloud platforms (AWS/Azure) and SaaS application integration
- Bachelor's degree in Computer Science or related field preferred
- Ability to work rotating weekend shifts for 24/7 coverage support