Service Desk Technician II

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork?

AtNtiva,we’remore than a Managed Services Provider,we’rea community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally.

Ntivais a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin,we’reon the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond,we’dlove to meet you. Come explore one of our many opportunities and grow with us!

Asa Service Desk Technician II, you willbe responsible formaraging day-to-day support desk tickets and serving as an elevated resource for client-initiated requests. Your primary focus will be to fully resolve tickets while adhering to Service Level Objectives (SLOs). Additionally, you will work to prevent escalations by providing first-touch resolution whenever possible. Maintaining high-quality service, fast response times, and a customer-focused mindset with clear communication will be essential.

The ideal candidate should thrive in a fast-paced environment,demonstrating the ability to switch quickly and effectively between tasks while keeping the customer informed throughout the process.

• To best support our clients and team, it is preferred that candidates are physically located in the Colorado Springs, CO area.
• The schedule is Monday-Friday, 8:00 AM to 5:00 PM MT.

• Manage client service tickets, ensuringtimelyresolution or proper escalation
• Assisting in the phone queue to handle client calls during part of your day, or as needed during high call volume surges
• Maintainaccurateticket records using service management software (e.g., Connect Wise Manage)
• Troubleshoot and resolve client issues, conducting root-cause analysis for recurring problems
• Perform software upgrades and address system gaps or process issues
• Identify and communicate infrastructure improvements and security concerns
• Coach and mentor fellow
  
  Ntiviansto enhance performance and support professional development
• Adhere to industry best practices and ensure compliance with security and operational standards
• Assistwithadditionalduties to support team goals

• 2-3 years of Help Desk experience
• Proficient in supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications
• Solid knowledge of Microsoft 365, Google Workspace, Microsoft Exchange, and related email technologies including spam filters
• Familiarity in navigating Hyper-V and VMware consoles to troubleshoot virtual machine storage and availability issues
• Intermediate knowledge of at least one cloud platform and its console
• Experience with software deployments
• Familiar with network hardware, including Firewalls, Managed Switches, and WAPs
• Familiarity with RAID, NAS, and SAN concepts
• Familiarity with Apple macOS
• Familiarity with VOIP phone support
• iOS and Android experience
• Experience generating vendor access accounts while adhering to industry security best practices
• Ability troubleshoot and resolve issues with secure remote access methods
• Proficient in creating limited domain user accounts and delegating local server administration as needed
• Knowledge of auditing and implementing "need to know" access control and permissions
• Experience with managing shared drive permissions andoptimizingthe use of security groups (e.g., avoiding the default Domain Users group)
• Experienced in optimizing, applying, and filtering group policies via item-level filtering and security groups
• Familiarity with security tools and best practices for securing client infrastructure
• Strong problem-solving skills with the ability to diagnose and resolve technical issues quickly
• Capable of providing escalation…