Ntiva, Inc. logo
Ntiva, Inc.

Managed IT, cybersecurity, and cloud services built to help organizations grow.

Service Desk Technician II

BilingualBilingualFull TimeRemoteMid LevelTeam 501-1,000Since 2004H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

8 days ago

Salary

$48K - $55K / year

Seniority

Mid Level

No structured requirement data.

Job Description

Service Desk Technician II

Ntiva, Inc.

Role Description 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. Qualifications - 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 to 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) Requirements - 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 Benefits - 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. - 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. Company Description 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.

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