Service Desk Technician II

Ntiva, Inc.•Colorado Springs, CO

11d•$48,000 - $55,000•Remote

About The Position

As a Service Desk Technician II, you will be responsible for managing day-to-day support desk tickets and serving as an elevated resource for client-initiated requests. Your primary focus will be to fully resolve tickets while adhering to Service Level Objectives (SLOs). Additionally, you will work to prevent escalations by providing first-touch resolution whenever possible. Maintaining high-quality service, fast response times, and a customer-focused mindset with clear communication will be essential. The ideal candidate should thrive in a fast-paced environment, demonstrating the ability to switch quickly and effectively between tasks while keeping the customer informed throughout the process.

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)
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

Desired certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, Related Microsoft certifications
Desired Education: Bachelor’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
Experience working for a Managed Services Provider
Knowledge of ITIL or other service management frameworks is a plus
Strong problem-solving capabilities
Strong organizational and time-management skills, with the ability to manage multiple cases of varying difficulty from multiple clients
Strong attention to detail and accuracy
Excellent communication skills
Ability to understand the business impact of technical problems and solutions
Ability to foster a supportive and collaborative environment
Ability to translate complex technical concepts into simple, easy-to-understand language for non-technical end users

Responsibilities

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