Service Desk Technician II
About The Position
Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re 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
- Professional IT experience, particularly in client provisioning or technical support.
- Strong troubleshooting skills for networking and software issues.
- Excellent verbal and written communication abilities.
- Proficiency in Microsoft Word, Excel, and Outlook.
- Knowledge and/or experience with Watchguard, SonicWall, FortiGate firewalls
- Knowledge and/or experience with Network troubleshooting.
- Exceptional attention to detail and ability to follow written instructions.
- A commitment to delivering high-quality customer service.
- Reliable method of transportation
- This role involves extended periods of sitting or standing and regular use of computers and office equipment
- Must be able to lift up to 50 pounds frequently
- Must be able to lift up to 75 pounds rarely
- Must be able to perform frequent bending, kneeling, squatting, and turning
- Must be able to perform occasional reaching over shoulder height, waist level and from floor
- Must be able to work in a fast-paced environment
- Must be able to work in an unsupervised environment
- Must be able to drive / sit for extended periods of time
- 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
- Experience with ConnectWise or similar service management tools.
- Familiarity and experience with Watchguard, Sonicwall and/or FortiGate firewalls.
- Familiarity and experience with ImmyBot functionality and execution.
- Technical knowledge with Macs and Apple devices.
- A+ and/or Net+ certification.
- Other relevant IT certifications.
- Formal education (Associates/Bachelors in a related field).
Responsibilities
- Manage and resolve Client Provisioning requests with a focus on timely and efficient solutions.
- Prepare client workstations and devices for shipping and coordinate with shipping/receiving team.
- Perform hardware diagnostics, low level hardware repair, and parts replacements including (but not limited to) hard drive replacement, RAM replacement, and screen/bezel replacement.
- Troubleshoot and resolve networking issues, VPN SSL problems, and Active Directory/Office 365 issues.
- Assist in the setup and configuration of user environments and workstations.
- Document and track all client interactions and technical issues in the ticketing system.
- Update documentation as needed to reflect current processes and solutions.
- Escalate complex issues to higher-level support teams as necessary.
- Assist with the deployment of new software and ensure compliance with company policies and procedures.
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
Mid Level
Education Level
Associate degree
