Service Desk Technician I

🔥 32 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $35k - $55k / year

⏰ Full Time

🟢 Junior

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ntiva, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2004

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Private equity on 2016-11

Consulting • Healthcare • Logistics

Ntiva, Inc. is a strategic IT services firm that delivers managed IT services, proactive cybersecurity, cloud and Microsoft solutions, and IT consulting to businesses across the United States. The company provides 24/7 support through local technician pods backed by a national team, offers compliance and vCISO expertise (CMMC, HIPAA, SOC 2), cloud architecture, and AI/digital transformation advisory to help organizations reduce downtime, improve security, and align IT with business goals. Ntiva serves a range of industries including government contractors, healthcare, financial services, nonprofits, law firms, manufacturing, and more.

📋 Description

• Answer incoming client troubleshooting calls and emails • Provide customer service and troubleshoot Windows and Apple devices • Interact with AI to validate and correct automated resolutions • Manage client service tickets from triage through resolution or escalation while meeting SLOs • Follow up on open tickets and keep clients informed of status updates • Provision and deprovision user accounts • Prepare laptops and desktops for deployment • Maintain accurate, up-to-date client documentation • Record clear, detailed case notes in the Ntiva ticketing system • Identify and communicate potential issues or failure points in client systems and processes • Review, improve, and create Standard Operating Procedures • Use AI-assisted tools as the default first step for triage, troubleshooting, and drafting client communications • Test new internal AI features and workflows before broader rollout • Identify recurring ticket patterns that could benefit from AI automation • Provide structured feedback to internal AI tooling teams • Coach fellow technicians on effective AI tool usage • Validate AI-suggested resolutions before applying them to client systems

🎯 Requirements

• At least 1 year of professional work experience in the IT industry • Strong problem-solving skills and curiosity about emerging AI tools and workflows • Comfort testing evolving AI tools as an early adopter and providing specific, actionable feedback • Strong organization and time-management skills • Excellent written and verbal communication skills • Ability to assess the business impact of technical issues and solutions • Strong attention to detail when validating AI-suggested resolutions • Basic understanding of how AI tools generate responses and where technician review is required • Ability to document processes, outcomes, and AI tool feedback clearly • Ability to explain complex technical concepts in simple terms • Familiarity with Office 365 and Exchange Online administration • Ability to navigate and administer Active Directory • Working knowledge of Windows file shares, including SMB/CIFS • Solid troubleshooting fundamentals across Microsoft desktop and server operating systems and common applications • Basic networking troubleshooting fundamentals, including Wi-Fi, VPN, and DNS/DHCP connectivity issues • 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 • Associate’s Degree in Computer Science, Information Systems, Engineering or another related discipline preferred • Desired certifications: CompTIA A+, Network+, Security+ • Must verify identity and eligibility to work in the United States • Employer is unable to sponsor or assume sponsorship of an employment visa • Must establish a dedicated, safe, secure workspace for remote work

🏖️ Benefits

• Medical benefits • 401(k) eligibility • PTO • Remote work arrangement • Dedicated safe workspace requirements and remote-work support