Service Desk Technician II

Service Desk Technician IIAre 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!As a Service Desk Technician II within the Dental Division, you'll be a vital member of our team providing top-tier support to clients. This client-facing role involves regular interaction via phone, email, and remote assistance tools, requiring excellent communication skills and a focus on delivering outstanding client service. Your primary responsibilities include resolving workstation, server, and network-related tickets, managing advanced systems troubleshooting, and completing assigned project tasks. You will escalate issues to the Director of Operations when necessary, ensuring that more complex challenges are handled swiftly and efficiently. You will also act as a key escalation point for Level 3 team leads, helping to manage client expectations and ensuring seamless support during the escalation process. This position requires the application of a wide range of specialized skills, frequently adapting tools, procedures, and techniques to meet the unique needs of our clients. As an escalation engineer, your role demands originality and ingenuity in establishing new procedures within functional areas. Your experience and sound judgment will be essential in planning and executing assigned tasks.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. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).Monday-Friday, 10am-7pm CSTThis role also includes participation in a rotating on-call schedule.What you will be doingMaintain a strong focus on providing excellent customer serviceProvide responsive client service via phone, email, and in person interactionsAnswer internal and external client/vendor calls quickly and pleasantlyCommunicate in a friendly, professional and patient mannerPerform all duties with the goal of building and maintaining long-term client/vendor relationshipsMaintain exceptional client service, understanding client satisfaction and perception is key to a successful relationship with clientsIT support services for clients' infrastructure, including clients' core business applicationsAcquire specific knowledge of the client and how IT relates to their businessDevelop in-depth knowledge of the service offerings and how they relate to clients' needsParticipate in projects by performing assigned dutiesPerform other related technical duties as assignedIdentify clients' needs and report to Director of Operations/Team LeadUpdate documentation for client configurations or processesCommunicate managed services installation and maintenance with Centralized Services (CS)Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outagesUtilize active listening and client-care skills in identifying potential concernsReport client concerns or complaints to Director of Operations & TeamLead, and manage urgent requests and escalations with patience and empathyAnswer internal and external communications timely and professionallyContact client within 2 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticketClose tickets within 5 business days unless issue requires further delay as notated on the ticketYou'll be successful in this role if you haveA minimum of 4 years of recent Dental-related IT experience in a Technical Support environmentDental Hardware Experience:Intraoral CamerasIntraoral SensorsIntraoral ScannersExtraoral Sensors (CBCT / Pano / Ceph)Vitals MonitorsProven experience with Windows workstation repair, maintenance, diagnosing and troubleshooting hardware and operating system related issuesStrong documentation skills, including documentation of security incidents, end user training and new hardware deploymentProficiency in configuring & troubleshooting network settings on workstations and network devices such as modems, firewalls, and managed switchesProficiency in Hypervisor & virtual desktop client supportProficiency in Office 365 account and client supportProficiency with Exchange mailbox administrationProficiency with Server backup monitoring and maintenanceProficiency in wireless connectivity for mobile devices and workstationsProficiency with Mobile device support – smartphones, tablets and laptopsProficiency with Active Directory account creation and managementProficiency with Network drive and printer mappingsAbility to diagnose network connectivity issues for workstations and serversAbility to communicate and work effectively with end users over the phone and on-siteExcellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clientsExemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleaguesCritical thinking and problem-solving skillsStrong attention to detail and organizational skillsPast experience and desire to work as a part of a teamThis role involves extended periods of sitting or standing and regular use of computers and office equipmentRequired language skillsAbility to communicate professionally, in English, both written and orallyAbility to write business correspondence and process proceduresAbility to effectively present information and respond to questions from groups of managers, clients, and the general publicBonus points forBachelor's degree preferred in IT, IS, CS, or another technical disciplineCompTIA certifications preferredMicrosoft Technology Associate (MTA) preferredFortinet Certification (preferred, required if offered a position)2 years of recent leadership positions or relevant experienceBenefits and PerksMedical, Dental and Vision coverage for employee and family401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)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 OptionsEmployee Assistance ProgramPaid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating HolidaysEducation Reimbursement ProgramGenerous Employee Referral Program - cash bonus for successful referrals!Dynamic Recognition and RewardsClear Promotion and Advancement TracksWork with Industry-Leading TalentThe base pay range for this position is expected to be between $49,000.00 and $70,000.00 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge,