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!

How you’ll make an Impact

As the Service Desk Technician II, you will be responsible for day-to-day support desk tickets. You are the first point of contact for client-initiated tickets. The primary focus is working on tickets within the allowed time frame also respecting SLO. The focus is also to try and prevent further escalations of a ticket and provide first touch resolution. Quality of service and response time is key. The ideal candidate would have the ability to work in a fast-paced environment quickly and effectively switching from task to task.

 Summary of Location and Hours

• This is a 100% remote position
• Monday-Friday, 8am-5pm CST
• On-Call rotation schedule, one week approximately every 8 weeks
• Equipment is provided, Must have home internet connectivity of at least 20 mbps upload and 20mbps download

What you will be doing

• Accept overflow of incoming client calls. Provide service or route as needed.
• Follow processes and procedures for movement of client service requests within and out of the department
• Recognize opportunities and update infrastructure documentation
• Service request ownership
• Conduct root-cause analysis for recurring problems
• Recognize lapses in system requirements, processes, and design specs based on organizational needs, security/compliance policy, and industry trends
• Perform software upgrades
• Troubleshoot client issues, finding root cause and resolving
• Knowledge of and adherence to industry best practices regarding security
• Provide technical leadership both internally and externally
• Use client reports as starting point, find evidence then perform root cause analyses
• Work within the parameters of the position regarding time invested in resolving client requests

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

• 2-3 years Help Desk experience
• Technical experience supporting, administration and troubleshooting Microsoft Desktop and Server operating systems and applications
• Familiarity with network hardware (Firewalls, Managed Switches, WAPs)
• Demonstrated knowledge of MS Exchange and Office365 and related e-mail technology
• Ability to navigate Hyper-V console to troubleshoot storage and availability issues in regard to virtual machines.
• Ability to provide escalation support
• Ability to identify imminent failures and escalate as needed
• Generate and provide vendor access accounts following industry security best practices
• Create limited domain user accounts and delegating local server administration as needed
• Provide a secure remote access method as appropriate
• Ability to optimize, apply, filter group policies both by item level filtering and by security groups
• Ability to audit and implement "need to know" permission/access control
• Share drive permissions
• Make efficient use of security groups (eg not use the default Domain Users group)
• Demonstrate intermediate knowledge of at least one cloud platform and how to navigate its console.
• Ability to identify misconfigured services or applications and escalate as needed
• Ability to review, refine and create SOPs
• User creation/departures
• Software deployments 
• VOIP phone support
• Apple Mac OSX support

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

Bonus points for

• Desired certifications:
• CompTIA A+
• Network +
• Security +
• MCSA
• Desired Education: Associate’s Degree in Computer Science, Information Systems, Engineering or other related discipline Preferred

The base pay range for this position is expected to be between $45,000.00 and $65,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. 

FLSA Status: Salaried, Non-Exempt 

Work Authorization Criteria 
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa. 
 
Workspace Requirements and Remote Work Policy 
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.   
 
Our Commitment to a Diverse Workforce 
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment. 
 
Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 2/13/25.