MSP Help Desk Technician - Level 2

Nexus IT Services is looking for an experienced Level 2 Help Desk Technician to join our team. We’re looking for someone with strong troubleshooting skills, good customer service, and the ability to handle technical issues independently.

As a Managed Services Provider (MSP), we support businesses across a variety of industries and IT environments. You’ll work with computers, servers, networking, Microsoft 365, and other business technologies.

This is a hands-on position that requires working from our office in Port Saint Lucie, with occasional visits to client locations. We’re looking for someone who can manage their tickets, communicate professionally with customers, and work alongside our other technicians to resolve issues.

Responsibilities

• Answer incoming technical support calls and respond to customer emails.
• Troubleshoot Windows and macOS computers, software, and Microsoft 365 issues.
• Diagnose and resolve networking issues, including DNS, DHCP, VPNs, and Wi-Fi connectivity.
• Support Microsoft 365, including Outlook, Exchange Online, Teams, OneDrive, and user account management.
• Troubleshoot basic Windows Server and Active Directory issues.
• Install, configure, and maintain computers, software, and networking equipment.
• Create, update, and manage support tickets using ConnectWise Manage.
• Document troubleshooting steps, resolutions, and work performed.
• Assist with employee onboarding, offboarding, and workstation deployments.
• Troubleshoot issues with antivirus, endpoint security, backups, and remote access tools.
• Assist with escalated tickets and provide guidance to other technicians when needed.
• Communicate with customers and follow up on open support requests.
• Assist with IT projects and occasional onsite support at client locations.

• Minimum 2 years of professional IT support experience, preferably in an MSP environment.
• Strong knowledge of Windows 10/11, Microsoft 365, and common business applications.
• Experience troubleshooting computer hardware, software, and network connectivity issues.
• Working knowledge of Active Directory, DNS, DHCP, VPNs, and basic networking.
• Experience with Microsoft 365 administration and user management.
• Familiarity with ticketing systems, remote support software, and RMM tools.
• Ability to troubleshoot and resolve technical issues independently.
• Strong communication, customer service, and organizational skills.
• Dependable, professional, and comfortable working directly with customers.
• Experience with ConnectWise, NinjaOne, SonicWall, or similar tools is a plus.
• Must have a valid Florida driver’s license.

• Full time, onsite position at our Port Saint Lucie office.
• Monday through Friday, 8:30 AM - 5:00 PM.
• Occasional travel to client locations as needed.
• Work directly with our help desk team and senior engineers.
• Opportunities to gain experience with additional technologies and IT projects.

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off