Remote Service Desk Technician II — Growth & Impact

Ntiva, Inc.

McLean (VA)

On-site

USD 49,000 - 70,000

Full time

12 days ago

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Benefits offered by this job

Medical, Dental and Vision coverage

401k with company match

Paid Time Off + Holidays

Job summary

Ntiva, Inc. is seeking a Service Desk Technician II to manage day‑to‑day support tickets and provide elevated assistance for client requests.

You will aim for first‑touch resolution while maintaining strong SLAs, communicating clearly and helping prevent escalations. You will work in a fast‑paced environment with potential travel and a rotating on‑call schedule, supporting various Windows/macOS environments and cloud services.

Qualifications

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
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 elevate appropriately
Ability to document technical processes and solutions clearly
Proficient in reviewing, refining, and creating Standard Operating Procedures (SOPs)

Responsibilities

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.