Service Desk Technician II

🔥 0 minutes ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $43k - $50k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

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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

• 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., ConnectWise 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 • Assist with additional duties to support team goals

🎯 Requirements

• 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 escalation support and identifying imminent system failures for timely escalation • Ability to identify misconfigured services or applications and escalate appropriately • Ability to document technical processes and solutions clearly • Proficient in reviewing, refining, and creating Standard Operating Procedures (SOPs)

🏖️ Benefits

• medical benefits • 401(k) eligibility • PTO