Service Desk Technician II

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? AtNtiva,we’remore than a Managed ServicesProvider,we’rea community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally.Ntivais 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’reon 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’dlove to meet you. Come explore one of our many opportunities and grow with us! Howyou’llmake an Impact Asa ServiceDesk Technician II, you willbe 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,demonstratingthe ability to switch quickly and effectively between tasks while keeping the customer informed throughout the process. Location and Work Expectations To best support our clients and team, it is preferred that candidates are physically located in the Colorado Springs, CO area. The schedule is Monday-Friday, 8:00 AM to 5:00 PM MT. What you will be doing Manage client service tickets, ensuring timelyresolution or proper escalation Assistingin the phone queue to handle client calls during part of your day, or as needed during high call volume surges Maintainaccurateticket 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 Identifyand communicate infrastructure improvements and security concerns Coach and mentor fellow Ntiviansto enhance performance and support professionaldevelopment Adhere to industry best practices and ensure compliance with security and operational standards Assistwithadditionalduties 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 technologiesincluding spam filters Familiarityin 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 andoptimizingthe 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’llbe successful inthisrole 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 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 endusers 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 Desired certifications: CompTIA A+ CompTIANetwork+ CompTIASecurity+ Related Microsoft certifications Desired Education:Bachelor’sDegree in Computer Science, Information Systems, Engineering or other related disciplinepreferred 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 $43,000 and $50,000 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. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO.Additionaldetails of participation in these benefit plans will be provided if an employee receives an offer of employment. 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 AtNtiva, 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. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr