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 Impact   As 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 Expectations   This 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 physically located in Colorado Spring, Colorado.    What you will be doing   Manage client service tickets, ensuring timely resolution or proper escalation  Assisting in the phone queue to handle client calls during part of your day, or as needed during high call volume surges  Maintain accurate ticket records using service management software (e.g., ConnectWise Manage)  Troubleshoot and resolve client issues, conducting 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 to enhance performance and support professional development  Adhere to industry best practices and ensure compliance with security and operational standards  Assist with additional duties to support team goals    Required Knowledge and Experience   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  Familiar 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 troubleshoot and resolve issues with secure remote access methods  Proficient in creating limited domain user accounts and delegating local server administration as needed  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  Capable of providing escalation support and identifying imminent system failures for timely escalation  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)    You’ll be successful in this role if you have experience in/with   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  This role involves extended periods of sitting or standing and regular use of computers and office equipment    Required language skills   Ability to communicate professionally, in English, both written and orally  Ability to write business correspondence and process procedures  Ability to effectively present information and respond to questions from groups of managers, clients, and the general public    Bonus points for   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  Experience working for a Managed Services Provider  Knowledge of ITIL or other service management frameworks is a plus    The base pay range for this position is expected to be between $48,000 and $55,000 per year, plus an annual on-target bonus of $ or % (or commission plan). 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. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.   FLSA Status: Salaried, Non-Exempt   Work Authorization Criteria  We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.   Workspace Requirements and Remote Work Policy  Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.      Our Commitment to a Diverse Workforce  At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.    Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 6/1/26.