Service Desk Technician I
About The Position
The position of Service Desk Technician I is a critical functional role within the User Services Group. This position handles all support requests made to the Service Desk for our client base. Requirements also include providing support for the organization. Ntiva is a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other. Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together. If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!
Requirements
- Strong written & verbal communication skills.
- Robust system and network documentation skills.
- One or more of the following: CompTIA A+, CompTIA Network+, MS-900 or above (strongly preferred)
- Must be willing to work in a robust team environment.
- Must be able to work independently and complete work within specified deadlines.
- Excellent problem solving, debugging, and troubleshooting skills.
- Strong analytical and organizational skills are imperative, with demonstrated capability for problem determination and resolution.
- Must be able to effectively handle multiple projects simultaneously and properly prioritize client issues and needs.
- Professionalism, attention to detail, and a positive, customer-focused attitude are imperative.
- Strong aptitude and the ability to pick up new technologies quickly, adapting to the changing market.
- 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
- Bilingual fluency in English and Spanish is strongly preferred.
Responsibilities
- Responsible for creating, tracking, and maintaining customer service requests (tickets) within our PSA system.
- Provide technical support hardware, software, network and application problem resolution to our clients via phone call, email and chat.
- Provide excellent customer service to our clients via phone call, email and chat.
- Work with other IT associates and vendors in resolving issues related to software or hardware.
- Maintain department-approved training, mentoring, and certification per company standards.
- Perform other tasks and duties as assigned by Service Desk Manager.
Benefits
- Medical, Dental and Vision coverage for employee and family
- 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
- 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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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
