Service Desk Technician II

About the role

Ntiva is a Managed Services Provider that values growth, innovation, and teamwork. We provide strategic guidance, fast solutions, and proactive support to our clients, who view us as an essential part of their teams.

Responsibilities

• Manage client service tickets, ensuring timely resolution or proper escalation
• Avoid escalations by providing first-touch resolution whenever possible
• Maintain high-quality service, fast response times, and a customer-focused mindset with clear communication
• Thrive in a dynamic, supportive environment, switching quickly and effectively between tasks while keeping the customer informed

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
• 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
• 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
• Ability to identify misconfigured services or applications and escalate appropriately
• Ability to document technical processes and solutions clearly
• Knowledge of creating Standard Operating Procedures (SOPs)

Qualifications

• Desired certifications: CompTIA A+, CompTIA Network+, CompTIA Security+
• Related Microsoft certifications
• Desired Education: Bachelor’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
• Knowledge of ITIL or other service management frameworks is a plus

Skills

• Strong problem-solving capabilities
• Strong organizational and time-management skills, with the ability to manage multiple cases of varying difficulty from multiple clients
• Strong attention to detail and accuracy
• Excellent communication skills
• Ability to understand the business impact of technical problems and solutions
• Ability to foster a supportive and collaborative environment
• Ability to translate complex technical concepts into simple, easy-to-understand language for non-technical end users

Benefits & Perks

• 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 (voluntary enrollment) and 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

Pay

The base pay range for this position is expected to be between $50,000.00 and $55,000.00 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience.

Schedule

Must work Saturday, Sunday, and Monday. Hours are 8:00 AM–7:00 PM, but can be flexible. The fourth scheduled day will be either Tuesday or Friday.