Remote Service Desk Technician II - Elevate IT Support

Ntiva; McLean (VA); On-site; USD 49,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401k + company-matched contributions

Group Term Life and AD&D

Short-Term and Long-Term Disability

Health Savings Account / PPO Options

Employee Assistance Program

Education Reimbursement Program

Employee Referral Program

Dynamic Recognition and Rewards

Promotion and advancement tracks

Work with industry-leading talent

Job summary

Ntiva, a dynamic Managed Services Provider, is seeking a Service Desk Technician II for remote support across client environments. You’ll resolve tickets, participate in on-call rotations, and help prevent escalations with effective, first-touch resolutions.

Ideal candidates have 2–3 years in help desk, strong Microsoft 365 and virtualization knowledge, and a customer-focused mindset. Travel to Centers of Excellence is infrequent; CST schedule applies.

Qualifications

• 2-3 years of Help Desk experience.
• Proficient in Microsoft Desktop and Server OS and apps.
• Solid knowledge of Microsoft 365, Google Workspace, Exchange and related email tech.
• Familiar with Hyper-V and VMware consoles for troubleshooting.
• Intermediate knowledge of at least one cloud platform.
• Experience with software deployments.
• Familiar with Firewalls, Managed Switches, and WAPs.
• Familiar with RAID, NAS, and SAN concepts.
• Familiar with Apple macOS and VOIP support.
• iOS and Android experience.
• Experience generating vendor access accounts with security in mind.
• Ability to troubleshoot secure remote access.
• Create limited domain user accounts and delegate local server admin.
• Knowledge of auditing and need-to-know access control.
• Manage shared drive permissions and security groups.
• Group Policy concepts via item-level filtering and security groups.
• Familiarity with security tools and best practices.
• Strong problem-solving skills and quick diagnostics.

Responsibilities

• Manage client service tickets, ensuring timely resolution or proper escalation.
• Assist in the phone queue during high volume and provide support as needed.
• Maintain accurate ticket records using service management software.
• Troubleshoot and resolve client issues with root-cause analysis.
• Perform software upgrades and address system gaps or process issues.
• Create, update and maintain accurate client documentation.
• Identify infrastructure improvements and security concerns.
• Coach and mentor fellow Ntivians to enhance performance.
• Adhere to security and operational standards.
• Assist with additional duties to support team goals.

Skills

Problem solving

Time management

Attention to detail

Communication skills

Team collaboration

Security best practices

Education

Bachelors in CS/IS/Eng

Tools

ConnectWise Manage

Hyper-V

VMware

Microsoft 365

Job description

Ntiva, a dynamic Managed Services Provider, is seeking a Service Desk Technician II for remote support across client environments. You’ll resolve tickets, participate in on-call rotations, and help prevent escalations with effective, first-touch resolutions.

Ideal candidates have 2–3 years in help desk, strong Microsoft 365 and virtualization knowledge, and a customer-focused mindset. Travel to Centers of Excellence is infrequent; CST schedule applies.