Service Desk Technician I

Are you looking for limit-less career opportunities? Do you have a growth mindset, and like to take initiative? If yes, then Ntiva is the right place for you! At Ntiva, we have a saying – “We exist to grow each other.” Our focus is helping each other, our clients and our families grow both personally and professionally. Sound like something you could get in to? Because as one of the fastest-growing Managed Services Companies in the country, we’re looking to fuel our team with powerhouse talent. With strategic locations across the U.S., and still led by our original founder Steven Freidkin, we specialize in helping organizations solve their complex IT challenges no matter where they are located. Definitely a fast-paced environment where we collectively battle escalating cyber-attacks and stay on top of fast changing technologies! Come explore one of our many opportunities!

How you’ll make an Impact
As the Service Desk Technician, you will be at the forefront of delivering top-tier customer service and technical expertise. You are not just a technician; you are the first line of defense, ensuring our clients' technology experience is nothing short of exceptional.

Summary of Location and Hours

• This is a 100% remote position
• Monday-Friday, 8am-5pm CST
• We provide the equipment you need, but you must have a reliable home internet connection with at least 20 Mbps upload and download speeds for optimal performance

What you will be doing

• Accept incoming client troubleshooting calls and make outbound calls in response to email requests
• Engage with clients via email, providing clear and prompt communication
• Leverage your Windows proficiency, network skills and knowledge of inter-connectivity with servers and printers to prepare and set up laptops and desktops
• Conduct basic client account administration in Office 365 and Active Directory
• Track scheduled work, proactively communicating changes to all stakeholders, and promptly updating both the schedule and clients as needed
• Log detailed case notes in Ntiva's ticketing system and other documentation platforms, ensuring clear and accurate records
• Assess the need for documentation updates and inform management of any necessary changes
• Maintain a positive and client-centric focus throughout all interactions, fostering trust and building strong client relationships
• Maintain meticulous attention to detail to uphold accuracy and efficiency standards

You’ll be successful in this role if you have experience in/with

• At least 1 year of professional work experience in the IT industry
• Proficiency with troubleshooting problems with, but not limited to, the following technical subjects:
• VPN
• Internet connectivity losses
• Remote desktop
• Microsoft Office software
• Peripherals, including printers, scanners, and monitors
• Familiarity with administration of Office 365 and Exchange Online
• Proficiency in navigation and administration of Active Directory
• Working knowledge of Windows file shares (SMB/CIFS)
• Strong communication and writing skills
• Ability to review, understand, and implement SOPs and other written training

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

Bonus points for

• Ability to recognize and communicate potential issues and possible failure points in client systems and processes
• Associate’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
• Desired Certifications:
• CompTIA A+
• Network +
• Security +

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company matched contributions 4% match on 5% contribution – Employee and Company contribute after 90 days – 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
• Paid Personal Time Off (PTO) + 2 Floating Holidays
• Bonus plans
• Tuition Reimbursement Program
• Employee Assistance Program
• Generous Employee Referral Program – the more you refer the more you earn!
• Dynamic Recognition and Rewards
• Work with Industry-Leading Talent
• Clear Promotion and Advancement Tracks

The base pay range for this position is expected to be between $35,000.00 and $55,000.00 per year, plus an annual on-target bonus. 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. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
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. 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, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.
Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 4/19/2024.