Remote IT Service Desk Technician I — AI-Driven Support

Ntiva, Inc.

Lombard (IL)

On-site

USD 35,000 - 55,000

Full time

6 days ago

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Benefits offered by this job

Medical benefits

401(k) eligibility

PTO

Job summary

Ntiva, Inc. seeks a Service Desk Technician to be the first line of defense for our clients, delivering top-tier IT support and customer service. You will troubleshoot Windows and Apple devices, interact with AI for triage and resolutions, and maintain detailed ticket documentation.

This remote role requires near Lombard, IL flexibility and travel when needed. You will handle inquiries, manage tickets end-to-end, and participate in SOP improvements while embracing AI-assisted workflows and

Qualifications

At least 1 year of professional work experience in the IT industry.
Client-focused mindset with a positive, service-oriented attitude.
Strong problem-solving skills and curiosity about emerging AI tools and workflows.

Responsibilities

Answer incoming client troubleshooting calls and emails.
Manage client service tickets from triage through resolution or escalation while meeting SLOs.
Follow up on open tickets and keep clients informed of status updates.
Provision and deprovision user accounts and prepare laptops and desktops for deployment.
Record clear, detailed case notes in the Ntiva ticketing system.
Identify and communicate potential issues or failure points in client systems and processes.
Lead AI adoption and continuous improvement as a core part of the role.