Service Desk Technician I

Ntiva

242d • $40,000 - $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. This is a 100% remote position Monday-Friday, 8:30am-5:30pm 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.

Requirements

• At least 1 year of professional work experience in the IT industry.
• Proficiency with troubleshooting problems with VPN, Internet connectivity losses, Remote desktop, Microsoft Office software, and 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.

Nice To Haves

• Ability to recognize and communicate potential issues and possible failure points in client systems and processes.
• Knowledge of other operating systems: Linux, Macintosh.
• Associate's Degree in Computer Science, Information Systems, Engineering or other related discipline preferred.
• Desired Certifications: CompTIA A+, Network +, Security +, Microsoft Certified Fundamentals.

Responsibilities

• Accept incoming client troubleshooting tickets and make outbound calls in response to ticket requests.
• Engage with clients via email and phone, 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 and troubleshooting in Office 365 and Active Directory.
• Ability to work with Android and iPhone to assist users with installing and troubleshooting work related applications.
• 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.
• Make documentation updates as needed 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.

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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree