nuvioIT is a managed IT and security services provider based in Hampton Roads. We support defense contractors and commercial businesses. We are hiring a full time Service Desk Technician. You will own tickets from the first call through resolution, set up and support devices, keep accounts and access clean, and help our clients stay secure day to day. This is a hands on role with real responsibility.

WHAT YOU WILL DO

▪ Service desk support: Answer calls, chats, and emails from client users. Troubleshoot hardware, software, Microsoft 365, printing, and network issues for onsite and remote users, and own each ticket until the user is back to work.

▪ Ticket discipline: Log, prioritize, and document every ticket in our PSA with clear notes and accurate time. Escalate to the engineering team with a good handoff when needed, and follow up until it is closed.

▪ Device setup and support: Image, configure, and deploy Windows laptops and desktops through our management tools. Handle mobile device setups and migrations, hand devices back ready to use, and keep the asset inventory current.

▪ Accounts and access: Process user onboarding and offboarding, password resets, MFA enrollment, group and permission changes, and shared mailbox requests, following each client's documented procedures.

▪ Security basics: Triage alerts from our endpoint and email security tools, help users recognize and report phishing, verify identities before making account changes, and follow our security procedures on every ticket. For regulated clients, this is part of their compliance story, so it has to be done right every time.

▪ Monitoring and maintenance: Watch RMM alerts, confirm backups completed, apply patches on schedule, and keep an eye on the health of client endpoints and servers.

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Documentation:

Keep client documentation, how to guides, and procedures accurate and easy to follow. If you fix something twice, write it down.

▪ Onsite work: Work from our Chesapeake office, with occasional visits to client sites across Hampton Roads for deployments, moves, and hands on support.

WHAT MAKES YOU A GOOD FIT

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Experience:

Two to four years in a help desk, service desk, or IT support role. MSP experience is a plus but not required.

▪ Technical foundation: Comfortable supporting Windows 11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), basic networking (IP, DNS, DHCP, Wi Fi, VPN), printers, and common business applications. Exposure to Entra ID, Intune, or Active Directory is a plus.

▪ Customer first: Patient, clear, and calm with users who are frustrated. You explain things in plain language and you follow through on what you said you would do.

▪ Security mindset: You care about doing things the right way, you verify before you act, and you want to learn how security and compliance work in practice.

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Ownership:

Small team, everyone owns their work end to end. You take responsibility for your tickets, you own your mistakes, and you ask for help early rather than letting something sit.

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Writing:

Clear ticket notes and documentation. If a teammate picks up your ticket, they should know exactly where it stands.

▪ Certifications (bonus): CompTIA A+, Network+, or Security+, Microsoft MD-102 or MS-900, or similar. We will help you earn them if you do not have them yet.

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Requirements:

U.S. citizenship and the ability to pass a background check are required because of the defense contractor clients we support. A valid driver's license and reliable transportation for client site visits.

OUR STACK

You will work daily with Microsoft 365 and Entra ID, Microsoft Intune and Defender, NinjaOne RMM and remote support, ConnectWise PSA, FortiGate firewalls and VPN, and our endpoint, email, and security awareness tools. We will train you on our tools and procedures in your first weeks. What we need you to bring is solid fundamentals and the right attitude.

COMPENSATION AND BENEFITS

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Salary:

$45,000 to $55,000 per year, based on experience and certifications.

▪ Growth path: This role is the front door to our engineering team. Service Desk Technicians who show ownership and technical growth move toward System Administrator and Systems Engineer roles, and compensation is revisited as you take on more.

▪ Training and certifications: Paid exam vouchers and study time for approved certifications. Direct mentorship from our engineers and hands on exposure to enterprise security tooling most small shops never touch.

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Benefits:

Paid time off, holidays, health benefits, and retirement

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Schedule:

Monday through Friday, standard business hours, with occasional after hours work for scheduled maintenance or client projects. nuvioIT LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.

Pay:

$45,000.00 - $55,000.00 per year Ability to

Commute:

Chesapeake, VA 23320 (Required)

Work Location:

In person