Service Desk Technician

Service Desk Technician I

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we're more than a Managed Services Provider, we're a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is 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're on 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'd love to meet you. Come explore one of our many opportunities and grow with us!

This position is posted to meet state regulatory requirements. A qualified internal candidate has been identified for this role, though all qualified applicants will be considered.

As the 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.

This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).

Schedule:

Monday through Friday, 10:00am to 7:00pm EST

Accept incoming client troubleshooting calls and make outbound calls in response to email requests

Engage with clients via email, providing clear and prompt communication

Leverage your Windows proficiency, network skills and knowledge of inter-connectivity with servers and printers to prepare and set up laptops and desktops

Conduct basic client 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's ticketing system and other documentation platforms, ensuring clear and accurate records

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

At least 1 year of professional work experience in the IT industry

Proficiency with troubleshooting problems with, but not limited to, the following technical subjects:

VPN

Internet connectivity losses

Remote desktop

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)

Strong communication and writing skills

Ability to review, understand, and implement SOPs and other written training

This role involves extended periods of sitting or standing and regular use of computers and office equipment

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 failure points 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 +

Medical, Dental and Vision coverage for employee and 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…