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Managed IT, cybersecurity, and cloud services built to help organizations grow.
Service Desk Technician II
Location
Virginia
Posted
11 days ago
Salary
$50K - $55K / year
Seniority
Mid Level
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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