Support
Help Desk Support Specialist
Customer Facing
Full-Time
Remote
SALARY
$55,000
/year
JOB DESCRIPTION
As a Help Desk Support Specialist at Nexus Ideal Solutions, you are the first person our clients reach when something is not working. You will own incoming tickets from intake through resolution, troubleshoot issues across Windows environments, Microsoft 365, networking, and endpoint security, and keep businesses running day to day.
This is a full-time, remote role supporting small and mid-sized businesses. You will work alongside a small team of experienced engineers, with senior support available when an issue needs to escalate.
What you will do
Take ownership of support tickets from first contact through to resolution
Troubleshoot Windows desktops and laptops, Microsoft 365, email, printing, and connectivity issues
Manage user accounts, permissions, and identity across Microsoft 365
Monitor and respond to alerts from our RMM and endpoint security tools
Escalate complex network or infrastructure problems to senior engineers with clear, useful documentation
Keep ticket notes and client documentation accurate and current
Explain what you are doing in plain language, because our clients are not IT people
REQUIREMENTS
Two or more years in a help desk, desktop support, or MSP support role
Solid working knowledge of Windows 10 and 11, and Microsoft 365 administration
Comfortable troubleshooting networking fundamentals such as DNS, DHCP, VPN, and Wi-Fi
Experience with an RMM platform and a ticketing or PSA system
Clear written and verbal communication, since most of this role is client-facing
Able to work independently in a remote setting and manage your own queue
Nice to have
Experience with endpoint detection and response (EDR) or other security tooling
Familiarity with backup and recovery platforms
Microsoft certifications, or progress toward them