Service Desk Technician I

Ntiva, Inc.

Service Desk Technician at Ntiva delivering top-tier customer service and technical support. Engaging with clients to troubleshoot issues and manage technology effectively within a collaborative team.

Posted 8/1/2026full-timeRemote • Colorado, Virginia • 🇺🇸 United StatesJunior💰 $32,000 - $45,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in troubleshooting technical issues, particularly with VPN, Internet connectivity, and Microsoft Office software, while effectively managing client communications and maintaining detailed documentation. Strong focus on customer service and relationship building, ensuring a positive client experience.

Highest-signal resume keywords

Client TroubleshootingOffice 365 AdministrationActive Directory NavigationWindows ProficiencyCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingVPNInternet ConnectivityRemote DesktopMicrosoft Office SoftwarePeripheralsOffice 365Active DirectoryWindows File SharesSOP Implementation

Soft Skills

Excellent Communication SkillsClient-Centric FocusAttention to Detail

Tools & Technologies

Ntiva Ticketing SystemDocumentation Platforms

Industry Keywords

IT IndustryClient Account AdministrationBusiness Correspondence

Tech Stack

Tools & technologies

AndroidCloudFirewallsiOSMacOSVMwareVoIP

About the role

Key responsibilities & impact

Accept incoming client troubleshooting calls and make outbound calls in response to email requests
Engage with clients via email, 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 in Office 365 and Active Directory
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
Assess the need for documentation updates 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

Requirements

What you’ll need

Excellent communications skills
Excellent customer service skills
At least 1 year of professional work experience in the IT industry
Proficiency with troubleshooting problems with, but not limited to, the following technical subjects: VPN, Internet connectivity losses, Remote desktop, Microsoft Office software, 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)
Ability to review, understand, and implement SOPs and other written training
Required language skills: Ability to communicate professionally, in English, both written and orally
Ability to write business correspondence and process procedures

Benefits

Comp & perks

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 (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