NexusTek

Support Engineer

• Drive AI tool enablement and adoption (Claude) across the team, serving as the go-to resource for AI-savvy support
• Provide remote-first hardware and software troubleshooting for end users; triage and resolve what's solvable remotely, and handle hands-on items (hardware failures, peripheral issues, device provisioning) during scheduled on-site visits
• Support a mixed OS environment: Mac, Windows, and Linux
• Manage new hire and termination provisioning/deprovisioning across the client's tool stack, coordinating physical setup with the on-site visit schedule
• Support and troubleshoot collaboration tools: Slack, Teams, Zoom
• Provide first-line support on JIRA (ITSM), Microsoft 365, and Asana
• Support AWS and light GCP environments as needed
• Serve as a reliable remote point of contact between on-site visits, with clear response and escalation expectations

Desktop Support Technician

Learning and Development

• Lead and facilitate engaging virtual onboarding, orientation, and employee training programs, ensuring every new hire is set up for long-term success.
• Design, develop, and continuously improve training programs, learning materials, and onboarding processes that align with business goals and evolving organizational needs.
• Coordinate and manage company-wide compliance, cybersecurity, SOC 2, CMMC, and other required training programs while maintaining accurate records for audit readiness.
• Monitor onboarding effectiveness by tracking 30/60/90-day training plans, analyzing onboarding survey and NPS results, measuring training success, and preparing reports with actionable recommendations.
• Partner with IT, Operations, Product, Sales, and business leaders to coordinate onboarding logistics, technical certifications, equipment provisioning, system access, and learning initiatives.
• Maintain the Learning Management System (LMS) to assign required training, monitor completion, ensure accurate training documentation, and support compliance and audit requirements.
• Develop HR dashboards, spreadsheets, reports, and presentations using employee, training, engagement, and workforce data to support strategic decision-making.
• Support HR operations during periods of high business demand by assisting with recruiting activities, employee benefits administration, engagement initiatives, and employee communications.
• Handle confidential employee information with professionalism while ensuring compliance with employment laws, company policies, and HR best practices.

Training & HR Specialist

Field Engineer

• Provide first and second level consultative client support for desktops, mobile devices, and server infrastructure
• Accountable for maintaining high levels of customer satisfaction and billable hours
• Work closely with project engineering, client services team, management team, and 3rd party vendors to resolve clients’ technology issues
• Respond and perform timely and accurate scheduled maintenance and service tasks as defined for individual clients

Systems Engineer – Field

IT Support

• Own infrastructure-related workstreams within a multi-stream IT separation program
• Coordinate across client IT teams, the prime PMO, and third-party vendors
• Track milestones, manage dependencies, and escalate risks within the program governance structure
• Contribute to status reporting and RAID log maintenance
• Support application inventory, server separation planning, and new facility buildout coordination
• Attend onsite sessions in Rockville, MD every other week -- travel is covered

Senior IT Infrastructure Project Manager

Systems Engineer

• Serve as an onsite technical contact for end users, delivering exceptional in-person IT support while building trusted client relationships.
• Troubleshoot and resolve Tier 1 and Tier 2 technical issues related to hardware, software, and network infrastructure.
• Manage and document all issues in the ConnectWise ticketing system, maintaining detailed notes until resolution.
• Collaborate with client IT leadership and remote service teams, escalating complex issues when necessary.
• Maintain comprehensive documentation of client systems and configurations.
• Identify recurring issues and propose proactive improvements to enhance client experience.
• Manage user accounts and access through Active Directory and Entra ID.
• Balance competing support requests while ensuring adherence to SLAs.
• Uphold confidentiality and security best practices for all client data and systems.

Contract Systems Engineer

• Engage with clients to understand technology needs and propose solutions
• Ensure smooth operation and security of IT infrastructure
• Accountable for administrative duties including customer questions and data entry management
• Monitor computer and network operations, perform backup/recovery functions
• Act as liaison between hotel customers and teams
• Implement daily operation, support, integrity, and security of technology and data

IT Engineer

Engineer

• Serve as the first point of contact for incidents and service requests via phone, chat, email, and ticketing system.
• Provide remote technical support to multiple client environments across Windows and macOS platforms.
• Troubleshoot and resolve moderately complex hardware, software, and peripheral issues.
• Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive.
• Perform Exchange diagnostics including message tracing, mailbox permissions management, and mail flow analysis.
• Support line-of-business applications, remote access tools, and collaboration platforms across various client infrastructures.
• Diagnose and resolve workstation performance issues, operating system errors, and application conflicts.
• Support MFA configuration, conditional access troubleshooting, and secure account recovery processes.
• Manage device enrollment, configuration, and compliance using Microsoft Intune, Addigy, Jamf, or other RMM/MDM tools.
• Assist with deployment of policies, software packages, and configuration changes across client environments.
• Perform account administration within Active Directory and Entra ID, including permissions management and access troubleshooting.
• Provide intermediate networking support including DNS, DHCP, VPN connectivity, and basic routing issues.
• Support remote monitoring and management (RMM) platforms to proactively identify and remediate issues.
• Manage a ticket queue across multiple clients while adhering to defined SLAs and response targets.
• Accurately log, categorize, prioritize, and document all incidents in the PSA/ITSM platform (e.g., ConnectWise, Autotask, ServiceNow).
• Perform thorough troubleshooting to identify and resolve issues before closure or reassignment.
• Identify incidents requiring escalation and route them appropriately to Tier 2 or Tier 3 teams.
• Review Entra ID sign-in logs and investigate suspicious login activity or account lockouts.
• Assist with endpoint security tools including antivirus, EDR, and email security platforms.
• Support remediation efforts following documented security procedures.
• Maintain adherence to client-specific compliance requirements and data protection standards.
• Deliver professional, high-quality support while representing the MSP brand.
• Communicate technical findings and solutions clearly to both technical and non-technical stakeholders.
• Provide timely updates on open issues and manage client expectations effectively.
• Build strong working relationships with client contacts through consistent and reliable service delivery.