Service Desk Technician II

Ntiva Service Desk Technician II

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!

As an after-hours Service Desk Technician II, you will be responsible for initial ticket intake as well as escalations when necessary. You will be the face of the company after hours and will work with other 24/7 operations to fulfill all contractual obligations to our clients. You will work in a collaborative environment with centralized operations to complete tasks and resolve issues.

Location and Work Expectations

• 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:
  
  4 days on, 3 days off! Monday-Thursday, 8pm-7am EST

What you will be doing

• Manage client service tickets, ensuring timely resolution 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
• Maintain accurate ticket 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
• Create, update and maintain accurate client documentation
• Identify and communicate infrastructure improvements and security concerns
• Coach and mentor fellow Ntivians to enhance performance and support professional development
• Adhere to industry best practices and ensure compliance with security and operational standards
• Complete assigned tickets within allotted outage windows
• Take escalations from management and other departments

Required Knowledge and Experience

• 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 and optimizing the 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…