Support Desk Engineer II

Support Desk Engineer II

Support Team · Scottsbluff, Nebraska | Full-Time

About Us

We are a family-owned company and have been in business for over 20 years! Bytes was started in Nebraska and provides services to partners in various differing verticals across the Midwest. We continue to grow and have a clear vision of where we want the company to go. We understand there is life outside of work, so company culture and family are essential to us. We believe in giving back and supporting local communities to help make them an even better place.

Job Summary

The Support Desk Engineer II provides technical support for multiple businesses with diverse applications and network configurations. This role requires adaptability, strong troubleshooting skills, and excellent communication to ensure client satisfaction. We support multiple businesses, and those businesses have disparate applications, network configurations, etc. The ability to adapt to differences moving from task to task and keeping those distinctions clear will be a big component of the job.

Key Responsibilities

• Provide remote and/or onsite technical support for client issues.
• Troubleshoot and resolve problems related to Microsoft core applications, Windows OS, and network connectivity.
• Manage Microsoft 365 accounts, Active Directory, and Windows clients in an enterprise environment.
• Support end-user hardware including workstations, laptops and peripherals.
• Communicate effectively with customers, explaining technical issues in clear, non-technical terms.
• Work within the service desk ticketing system to log, update, and resolve issues while meeting SLA expectations.
• Escalate issues to senior engineers when appropriate and collaborate with team members to ensure timely resolution.
• Support cybersecurity tools such as antivirus/EDR, MFA, and backup monitoring.
• Participate in a shared on-call rotation for after-hours support needs.
• Document processes and maintain system records.

Required Skills

• Strong analytical troubleshooting skills.
• Strong written and verbal communication.
• Customer service expertise
• Ability to manage multiple issues simultaneously.
• Knowledge of basic networking concepts (subnetting, routing, VLANs, points of interruption).
• Centralized print management
• Password and security best practices
• Ability to work in a multi-tenant MSP environment with varying client standards.

Preferred Experience

• Windows Server experience.
• Group Policy experience.
• CompTIA A+, Network+, or Security+ (or equivalent) certifications.
• Experience with ticketing systems

Compensation

$26 - $35 per hour

Benefits

• Health insurance including vision and dental
• 401(k) with company match
• PTO and paid holidays (including your birthday)
  • Professional development opportunities