Service Desk Technician II

🔥 0 minutes ago

🌽 Illinois, Kansas, +2 more states – Remote

🌽 Illinois – Remote 🌪️ Kansas – Remote ⚜️ Louisiana – Remote ⚔️ Virginia – Remote

💵 $49k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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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 day-to-day client service desk tickets • Ensure timely ticket resolution or proper escalation while adhering to Service Level Objectives (SLOs) • Provide first-touch resolution whenever possible and prevent escalations • Assist in the phone queue handling client calls during part of the day or during high-volume surges • Maintain accurate ticket records using service management software such as ConnectWise Manage • Troubleshoot and resolve client issues • Conduct 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 • Adhere to industry best practices and security and operational standards • Participate in a rotating on-call schedule • Support additional team goals and duties

🎯 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 with Hyper-V and VMware consoles • Intermediate knowledge of at least one cloud platform and its console • Experience with software deployments • Familiarity 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 to troubleshoot and resolve issues with secure remote access methods • Proficient in creating limited domain user accounts and delegating local server administration • Knowledge of auditing and implementing "need to know" access control and permissions • Experience managing shared drive permissions and security groups • Experience optimizing, applying, and filtering group policies • Familiarity with security tools and best practices for securing client infrastructure • Strong problem-solving skills • Ability to provide escalation support and identify imminent system failures • 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) • Strong organizational and time-management skills • Strong attention to detail and accuracy • Excellent communication skills • Ability to understand the business impact of technical problems and solutions • Ability to translate complex technical concepts for non-technical end users • Ability to communicate professionally in English, both written and orally • Ability to write business correspondence and process procedures • Ability to present information and respond to questions from managers, clients, and the general public • Must be a U.S. person • Unable to offer or assume sponsorship of an employment visa • Dedicated, secure, distraction-free remote workspace required • Bachelor's Degree in Computer Science, Information Systems, Engineering, or related discipline preferred • Desired certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, related Microsoft certifications • Experience working for a Managed Services Provider is desirable • Knowledge of ITIL or other service management frameworks is a plus

🏖️ 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 • Remote work arrangement • Infrequent travel