Service Desk Technician II

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork?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. Ntiva is a culture of people who are passionate about the work…and each other.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. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!How you’ll make an ImpactAs a Service Desk Technician II, you will be responsible for managing day-to-day support desk tickets and serving as an elevated resource for client-initiated requests. Your primary focus will be to fully resolve tickets while adhering to Service Level Objectives (SLOs). Additionally, you will work to prevent escalations by providing first-touch resolution whenever possible. Maintaining high-quality service, fast response times, and a customer-focused mindset with clear communication will be essential. The ideal candidate should thrive in a fast-paced environment, demonstrating the ability to switch quickly and effectively between tasks while keeping the customer informed throughout the process.Location and Work ExpectationsThis is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. To best support our clients and team, this role is open only to candidates who are physicallylocated in Colorado Spring, Colorado. What you will be doingManage client service tickets, ensuring timely resolution or proper escalationAssisting in the phone queue to handle client calls during part of your day, or as needed during high call volume surgesMaintain accurate ticket records using service management software (e.g., ConnectWise Manage)Troubleshoot and resolve client issues, conducting root-cause analysis for recurring problemsPerform software upgrades and address system gaps or process issuesCreate, update and maintain accurate client documentationIdentify and communicate infrastructure improvements and security concernsCoach and mentor fellow Ntivians to enhance performance and support professional developmentAdhere to industry best practices and ensure compliance with security and operational standardsAssist with additional duties to support team goalsRequired Knowledge and Experience2-3 years of Help Desk experienceProficient in supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applicationsSolid knowledge of Microsoft 365, Google Workspace, Microsoft Exchange, and related email technologies including spam filtersFamiliarity in navigating Hyper-V and VMware consoles to troubleshoot virtual machine storage and availability issuesIntermediate knowledge of at least one cloud platform and its consoleExperience with software deploymentsFamiliar with network hardware, including Firewalls, Managed Switches, and WAPsFamiliarity with RAID, NAS, and SAN conceptsFamiliarity with Apple macOS Familiarity with VOIP phone supportiOS and Android experienceExperience generating vendor access accounts while adhering to industry security best practicesAbility troubleshoot and resolve issues with secure remote access methodsProficient in creating limited domain user accounts and delegating local server administration as neededKnowledge of auditing and implementing "need to know" access control and permissionsExperience 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 groupsFamiliarity with security tools and best practices for securing client infrastructureStrong problem-solving skills with the ability to diagnose and resolve technical issues quicklyCapable of providing escalation support and identifying imminent system failures for timely escalationAbility to identify misconfigured services or applications and escalate appropriatelyAbility to document technical processes and solutions clearlyProficient in reviewing, refining, and creating Standard Operating Procedures (SOPs)You’ll be successful in this role if you have experience in/withStrong problem-solving capabilitiesStrong organizational and time-management skills, with the ability to manage multiple cases of varying difficulty from multiple clientsStrong attention to detail and accuracyExcellent communication skillsAbility to understand the business imp