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!

How you’ll make an impact:

As a Service Desk Technician II for the Service Delivery department, you will be responsible for providing advanced technical support for onboarding, offboarding, and workstation preparation within the Service Delivery department. You will work on service desk tickets in a timely manner and provide onsite support as needed to resolve technical issues. You will troubleshoot and resolve networking, VPN, Active Directory, and Office 365 issues to ensure a seamless experience for our clients.

Location and Work Expectations:

• This is a hybrid position requiring to spend 10% of the work week onsite with clients and 90% of the work week performed remotely.
• This exciting opportunity involves working on-site with various clients throughout the Colorado area, including Denver, Colorado Springs, or Pueblo, providing an immersive and dynamic work experience. Join us as we embark on a journey that takes you to different client sites every day, offering you the chance to explore new locations, build diverse professional relationships, and make a significant impact in the industry.
• Must have a valid driver's license and insured vehicle. Travel may require up to 1.5hr drive to the location.
• The schedule for this role is Monday through Friday from 8:00am to 5:00pm MT.

What you will be doing:

• Manage and resolve Client Provisioning requests with a focus on timely and efficient solutions.
• Prepare client workstations and devices for shipping and coordinate with shipping/receiving team
• Perform hardware diagnostics, low level hardware repair, and parts replacements including (but not limited to) hard drive replacement, RAM replacement, and screen/bezel replacement.
• Troubleshoot and resolve networking issues, VPN SSL problems, and Active Directory/Office 365 issues.
• Assist in the setup and configuration of user environments and workstations.
• Document and track all client interactions and technical issues in the ticketing system.
• Update documentation as needed to reflect current processes and solutions.
• Escalate complex issues to higher-level support teams as necessary.
• Assist with the deployment of new software and ensure compliance with company policies and procedures.

You’ll be successful in this role if you have:

• Professional IT experience, particularly in client provisioning or technical support.
• Strong troubleshooting skills for networking and software issues.
• Excellent verbal and written communication abilities.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Knowledge and/or experience with Watchguard, Sonic Wall, Forti Gate firewalls
• Knowledge and/or experience with Network troubleshooting.
• Exceptional attention to detail and ability to follow written instructions.
• A commitment to delivering high-quality customer service.
• Reliable method of transportation
• This role involves extended periods of sitting or standing and regular use of computers and office equipment
• Experience with Connect Wise or similar service management tools.
• Familiarity and experience with Watchguard, Sonic glass and/or Forti Gate firewalls.
• Familiarity and experience with Immy Bot functionality and execution.
• Technical knowledge with Macs and Apple devices.
• A+ and/or Net+ certification.
• Other relevant IT certifications.
• Formal education (Associates/Bachelors in a…