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Ntiva, Inc. logo
Ntiva, Inc.

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

Service Desk Technician II

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

Location

Virginia

Posted

11 days ago

Salary

$50K - $55K / year

Seniority

Mid Level

Bachelor Degree2 yrs expEnglishAndroidCloudFirewallsiOSMacOSVMwareVoIP

Job Description

Service Desk Technician II

Ntiva, Inc.

• 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

Job Requirements

  • 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)

Benefits

  • Medical, Dental and Vision coverage for employee and family
  • 401k + company-matched contributions
  • 4% match on 5% contribution - no vesting period!
  • 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 Options
  • Employee Assistance Program
  • Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
  • Education Reimbursement Program
  • Generous Employee Referral Program - cash bonus for successful referrals!
  • Dynamic Recognition and Rewards
  • Clear Promotion and Advancement Tracks
  • Work with Industry-Leading Talent

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