Support Desk Engineer
Five Nines
Lincoln, NEFresher1h agovia LinkedIn
This job at a glance
- Who can apply
- New grads, no experience needed
- Must know
- Customer serviceNetworking
- Work
- On-site in Lincoln
- Pay
- Not stated by the employer.
- Skill demand
- Customer service50%Networking48%of 100 similar entry-level jobs posted in the US this week
- Listed
- Nov 5, 2026 · still open
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About the Role
A Support Desk Engineer serves as a primary point of contact for client technical support, playing a key role in delivering a high-quality client experience. They manage and resolve end-user tickets submitted via phone, desktop application, and email.
Key Responsibilities
- Diagnose and resolve system issues.
- Identify root causes of issues.
- Apply sound judgment to determine when escalation is appropriate.
- Contribute to documentation.
- Refine support workflows.
- Provide support to fellow Niners.
- Uphold a high standard of client service.
- Deepen technical expertise.
- Offer support for backup solutions.
- Resolve technical issues involving Microsoft's core business applications and operating systems.
- Provide basic technical support at the network level: WAN and LAN connectivity.
- Deliver basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- Perform system documentation, maintenance, and review.
- Communicate with customers, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Requirements & Tech Stack
- Provide the highest level of customer service, perception, and satisfaction. Achieve 90% or better satisfaction rate.
- Meet client response SLAs 95% of the time.
- Meet client resolution SLAs 80% of the time.
- Enter all work as service tickets 100% of the time.
- Bring a positive attitude and high energy 100% of the time.
- Be available for occasional onsite support in Omaha, Lincoln, Kearney, NE.
Qualifications
- Understanding of operating systems, business applications, and printing systems.
- Strong written and verbal communication skills.
- Ability to diagnose technical issues.
- Technical awareness: ability to match resources to technical issues appropriately.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Self-motivated with the ability to multi-task while working in a fast-paced environment.
- Ability to work in a team environment and communicate effectively.