Service Desk Technician I

Ntiva, Inc.•Lombard, IL

3d•$35,000 - $55,000•Remote

About The Position

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. In addition to answering incoming phone calls and providing elite customer service by troubleshooting Windows and Apple devices, you will also be interacting with AI to validate and correct automated resolutions.

Requirements

At least 1 year of professional work experience in the IT industry
Client-focused mindset with a positive, service-oriented attitude
Strong problem-solving skills and curiosity about emerging AI tools and workflows
Comfort testing evolving AI tools as an early adopter and providing specific, actionable feedback
Strong organization and time-management skills, with the ability to balance client cases and AI testing responsibilities
Excellent written and verbal communication skills
Ability to assess the business impact of technical issues and solutions
Ability to contribute to a collaborative, supportive team environment
Strong attention to detail when validating AI-suggested resolutions before implementation
Basic understanding of how AI tools generate responses and where technician review is required
Ability to document processes, outcomes, and AI tool feedback clearly
Ability to explain complex technical concepts in simple terms for non-technical users
Familiarity with Office 365 and Exchange Online administration
Ability to navigate and administer Active Directory
Working knowledge of Windows file shares, including SMB/CIFS
Solid troubleshooting fundamentals across Microsoft desktop and server operating systems and common applications
Basic networking troubleshooting fundamentals, including Wi-Fi, VPN, and DNS/DHCP connectivity issues
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

Nice To Haves

Associate’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
CompTIA A+
Network +
Security +
Familiarity with Hyper-V or VMware consoles
Intermediate knowledge of at least one cloud platform console
Experience with software deployments
Familiarity with VOIP phone support
Prior exposure to prompt engineering, chatbot tuning, or AI-assisted workflows in any professional context
Awareness of data privacy and security best practices when using AI tools with client data
Basic scripting or automation exposure (e.g., PowerShell, Python)

Responsibilities

Handle traditional Tier 1 service desk responsibilities, including: Answer incoming client troubleshooting calls and emails
Manage client service tickets from triage through resolution or escalation while meeting SLOs
Follow up on open tickets and keep clients informed of status updates
Provision and deprovision user accounts and prepare laptops and desktops for deployment
Maintain accurate, up-to-date client documentation
Record clear, detailed case notes in the Ntiva ticketing system
Identify and communicate potential issues or failure points in client systems and processes
Review, improve, and create Standard Operating Procedures (SOPs)
Receive and verify inbound packages, label assets, and update ConnectWise.
Package, label, and stage outbound shipments for carrier pickup.
Lead AI adoption and continuous improvement as a core part of the role:
Use AI-assisted tools as the default first step for triage, troubleshooting, and drafting client communications
Test new internal AI features and workflows before broader rollout, documenting successes, issues, and tuning needs
Identify recurring ticket patterns that could benefit from AI automation and help refine related prompts or logic
Provide structured feedback to internal AI tooling teams on accuracy, tone, and missed edge cases
Coach fellow technicians on using AI tools effectively in daily ticket work
Validate AI-suggested resolutions before applying them to client systems, using sound judgment and appropriate skepticism