Service Desk Technician II

🕒 August 26

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $49k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 24%

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

• Provide top-tier, client-facing technical support within the Dental Division • Interact with clients by phone, email, and remote assistance tools • Resolve workstation, server, and network-related tickets • Perform advanced systems troubleshooting • Complete assigned project tasks • Escalate complex issues to the Director of Operations • Act as an escalation point for Level 3 team leads • Manage client expectations during escalations • Adapt tools, procedures, and techniques to meet client needs • Establish new procedures within functional areas as an escalation engineer • Plan and execute assigned tasks using experience and judgment • Provide support for clients’ infrastructure and core business applications • Acquire knowledge of clients and how IT relates to their businesses • Maintain knowledge of service offerings and client needs • Perform assigned project duties and other related technical duties • Identify client needs and report them to the Director of Operations or Team Lead • Update documentation for client configurations and processes • Coordinate managed-services installation and maintenance with Centralized Services • Keep clients informed of technical-support progress, impending changes, and expected outages • Report client concerns or complaints and manage urgent requests and escalations • Contact clients within 2 business days for tickets in Follow Up status unless otherwise noted • Close tickets within 5 business days unless otherwise noted • Participate in a rotating on-call schedule • Work Monday-Friday, 10am-7pm CST • Travel infrequently if business needs arise

🎯 Requirements

• Minimum of 4 years of recent Dental-related IT experience in a Technical Support environment • Experience with intraoral cameras, intraoral sensors, intraoral scanners, extraoral sensors (CBCT / Pano / Ceph), and vitals monitors • Experience with Windows workstation repair, maintenance, diagnosis, and troubleshooting of hardware and operating-system issues • Strong documentation skills, including security incidents, end-user training, and new hardware deployment • Proficiency configuring and troubleshooting network settings on workstations and devices such as modems, firewalls, and managed switches • Proficiency in hypervisor and virtual desktop client support • Proficiency with Office 365 account and client support • Proficiency with Exchange mailbox administration • Proficiency with server backup monitoring and maintenance • Proficiency with wireless connectivity for mobile devices and workstations • Proficiency with mobile device support for smartphones, tablets, and laptops • Proficiency with Active Directory account creation and management • Proficiency with network drive and printer mappings • Ability to diagnose network connectivity issues for workstations and servers • Ability to communicate and work effectively with end users over the phone and on-site • Excellent verbal and written communication skills, including translating technical terms into business language • Professionalism and business etiquette in all communications • Critical-thinking and problem-solving skills • Strong attention to detail and organizational skills • Teamwork experience and desire to work as part of a team • Ability to work extended periods sitting or standing and regularly use computers and office equipment • Ability to communicate professionally in English, 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 safe workspace meeting Ntiva IT User and Security Policies • Bachelor's degree in IT, IS, CS, or another technical discipline preferred • CompTIA certifications preferred • Microsoft Technology Associate (MTA) preferred • Fortinet Certification preferred and required if offered a position • 2 years of recent leadership positions or relevant experience

🏖️ Benefits

• Medical, Dental and Vision coverage for employee and family • 401k + company-matched contributions • 4% match on 5% contribution with no vesting period • Group Term Life and Accidental Death and Dismemberment coverage (company provided) • Short-Term and Long-Term Disability coverage • 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 • Employee Referral Program with cash bonus for successful referrals • Dynamic Recognition and Rewards • Clear Promotion and Advancement Tracks • Work with Industry-Leading Talent • Remote work arrangement • Infrequent travel if needed