Service Desk Technician II

Ntiva, Inc.

Service Desk Technician II at Ntiva managing client support tickets and ensuring timely resolutions. Responsibilities include troubleshooting, documentation, and mentoring team members.

Posted 7/2/2026full-timeRemote • Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $50,000 - $55,000 per yearWebsite

Tech Stack

Tools & technologies

AndroidCloudFirewallsiOSMacOSVMwareVoIP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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)

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

TroubleshootingRoot-Cause AnalysisSoftware DeploymentNetwork Hardware FamiliarityGroup Policy OptimizationClient DocumentationRemote Access TroubleshootingVendor Access ManagementRAID, NAS, and SAN ConceptsVOIP Phone Support

Soft Skills

Problem-SolvingCoaching and MentoringCommunication