Service Desk Technician I

🔥 5 minutes ago

🏛️ District of Columbia, Maryland, +1 more states – Remote

🏛️ District of Columbia – Remote 🦀 Maryland – Remote ⚔️ Virginia – Remote

💵 $45k - $60k / 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

• Deliver top-tier customer service and technical expertise as the first line of defense for clients’ technology experience • Answer incoming client troubleshooting calls and emails • Provide support for Windows and Apple devices • Interact with AI to validate and correct automated resolutions • Handle Tier 1/Tier 2 service desk responsibilities • 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 (SOPs) • 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 • Document AI testing successes, issues, and tuning needs • Identify recurring ticket patterns suitable for AI automation • Refine prompts or logic for AI automation • Provide structured feedback to internal AI tooling teams on accuracy, tone, and missed edge cases • Coach fellow technicians on effective use of AI tools • Validate AI-suggested resolutions before applying them to client systems

🎯 Requirements

• 1–2 years of IT help desk experience required • Associate’s or Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline preferred • Candidates must be physically located in DC, Maryland, or Virginia • U.S. persons welcomed; unable to offer or assume sponsorship of an employment visa • 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 managers, clients, and the general public • Client-focused mindset with a positive, service-oriented attitude • Strong problem-solving skills and curiosity about emerging AI tools and workflows • Comfort testing evolving AI tools as an early adopter and providing actionable feedback • Strong organization and time-management skills • Excellent written and verbal communication skills • Ability to assess business impact of technical issues and solutions • Ability to contribute to a collaborative, supportive team environment • 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 to non-technical users • 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 • Desired certifications: CompTIA A+, Network+, Security+ • Nice to have: Familiarity with Hyper-V or VMware consoles • Nice to have: Intermediate knowledge of at least one cloud platform console • Nice to have: Experience with software deployments • Nice to have: Familiarity with VOIP phone support • Nice to have: Prior exposure to prompt engineering, chatbot tuning, or AI-assisted workflows • Nice to have: Awareness of data privacy and security best practices when using AI tools with client data • Nice to have: Basic scripting or automation exposure, such as PowerShell or Python

🏖️ Benefits

• Medical, Dental and Vision coverage for employee and family • 401k + company-matched contributions • 4% match on 5% contribution; no vesting period • Group Term Life and Accidental Death and Dismemberment coverage (company provided) • Short-Term Disability coverage (voluntary enrollment) • Long-Term Disability coverage (company provided) • Health Savings Account (HSA) Options / PPO Options • Employee Assistance Program • Paid Time Off (PTO) • Volunteer Time Off (VTO) • 8 Paid Holidays • 3 Floating Holidays • Education Reimbursement Program • Generous Employee Referral Program - cash bonus for successful referrals • Dynamic Recognition and Rewards • Clear Promotion and Advancement Tracks • Work with Industry-Leading Talent • One-time $5,000 sign-on bonus • Remote work arrangement