Service Desk Technician I
About the role
At Ntiva, we’re more than a Managed Services Provider; we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. As the Service Desk Technician, you will be at the forefront of delivering top-tier customer service and technical expertise. You are not just a technician; you are the first line of defense, ensuring our clients' technology experience is nothing short of exceptional. In addition to answering incoming phone calls and providing elite customer service by troubleshooting Windows and Apple devices, you will also be interacting with AI to validate and correct automated resolutions.
Responsibilities
- Answer incoming client troubleshooting calls and emails
- 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 and prepare laptops and desktops for deployment
- Maintain accurate, up-to-date client documentation
- Record clear, detailed case notes