Service Desk Technician I

Ntiva, Inc.

Service Desk Technician delivering exceptional customer service and technical support for clients. Engaging with clients, troubleshooting issues, and maintaining documentation within a remote working environment.

Posted 7/23/2026full-timeRemote • Virginia • 🇺🇸 United StatesJunior💰 $37,000 - $47,000 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 connectivity, Remote Desktop, and Microsoft Office software, while effectively managing client communications and documentation. Skilled in Office 365 and Active Directory administration, ensuring accurate account management and client support.

Highest-signal resume keywords

Troubleshooting VPN ConnectivityOffice 365 AdministrationActive Directory NavigationClient Communication SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingVPN ConnectivityRemote DesktopMicrosoft Office SoftwareActive Directory AdministrationWindows File SharesClient Account AdministrationDocumentation ManagementNetwork SkillsInter-Connectivity Knowledge

Soft Skills

Strong Communication SkillsClient-Centric FocusDetail-OrientedProactive CommunicationRelationship Building

Tools & Technologies

Office 365Active DirectoryNtiva Ticketing SystemDocumentation PlatformsExchange Online

Industry Keywords

IT IndustryClient TroubleshootingTechnical SupportSOP ImplementationPeripherals Management

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

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)
Strong communication and writing skills
Ability to review, understand, and implement SOPs and other written training

Benefits

Comp & perks

Medical, Dental and Vision coverage for employee and family
401k + company-matched contributions
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