Service Desk Technician I

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!

Howyou’llmake an Impact Asthe Service Desk Technician, you will be at the forefront of delivering top-tier customer service and technical expertise. You are not just a technician; you are the first line of defense, ensuring our clients' technology experience is nothing short of exceptional.

Location and Work Expectations

• 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.

What you will be doing

• Accept incoming client troubleshooting calls andmake outbound calls in response toemailrequests
• Engage with clients via email, providing clear and prompt communication
• Leverage your Windowsproficiency,networkskillsandknowledge ofinter-connectivity with servers and printers to prepare and set up laptops and desktops
• Conduct basicclient account administration in Office 365 and Active Directory
• Track scheduled work,proactively communicating changes to all stakeholders, and promptly updating both the schedule and clients as needed
• Log detailed case notes in Ntiva'sticketing system and other documentation platforms, ensuring clear andaccuraterecords
• Assess the need for documentation updates and inform management of any necessary changes
• Maintain a positive and client-centric focus throughout all interactions, fostering trust and building strong client relationships
• Maintain meticulous attention to detail to uphold accuracy and efficiency standards

You’ll be successful in this role if you have experience in/with

• Excellent communications skills
• At least 1 year of professional work experience in the IT industry
• Proficiency with troubleshooting problems with, but not limited to,the followingtechnical subjects:
• VPN
• Internet connectivity losses
• Microsoft Office software
• Peripherals, including printers, scanners, and monitors
• Familiarity with administration of Office 365 and Exchange Online
• Proficiency in navigation and administration of Active Directory
• Working knowledge of Windows file shares (SMB/CIFS)
• Ability to review,understand, and implementSOPsand other written training
• This role involves extended periods of sitting or standing and regular use of computers and office equipment

Required language skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
• Ability to recognize and communicate potential issues and possible failurepoints in client systems and processes
• Associate’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
• Desired
  
  Certifications:
  • CompTIA A+
  • Network +
  • Security +

Benefits and Perks

• Medical, Dental and Vision coverage foremployeeand family
• 401k + company-matched contributions 4% match on 5% contribution- no vesting period!(Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Education Reimbursement Program
• Generous Employee Referral…