Service Desk Technician I

Ntiva, Inc.; McLean (VA); Remote; USD 35,000 - 55,000; Full time

Job summary

Join a dynamic and innovative team as a Service Desk Technician, where your expertise will be pivotal in delivering exceptional customer service and technical support. This role is designed for individuals who thrive in a remote work environment and are passionate about technology and client satisfaction. You will be the first point of contact for clients, utilizing your troubleshooting skills to resolve issues efficiently and effectively. With a commitment to growth and teamwork, this opportunity allows you to make a significant impact while enjoying the flexibility of a fully remote position. If you're ready to take your career to the next level, we invite you to apply and grow with us!

Benefits

Medical Benefits

401(k) Eligibility

Paid Time Off

Equipment Provided

Qualifications

• 1+ years of IT experience with strong troubleshooting skills.
• Proficient in Office 365 and Active Directory administration.

Responsibilities

• Provide top-tier customer service and technical support.
• Engage with clients for troubleshooting and account administration.

Skills

Troubleshooting

Communication Skills

VPN Knowledge

Microsoft Office Proficiency

Attention to Detail

Client Relationship Management

Education

Associate’s Degree in Computer Science

Certifications (CompTIA A+, Network +, Security +)

Tools

Office 365

Active Directory

Ticketing System

Job description

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider—we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How you’ll make an Impact
As the Service Desk Technician, you will be at the forefront of delivering top-tier customer service and technical expertise. You are not just a technician; you are the first line of defense, ensuring our clients' technology experience is nothing short of exceptional.

Summary of Location and Hours

• This is a 100% remote position
• M-F, 4am-1pm EST
• We provide the equipment you need, but you must have a reliable home internet connection with at least 20 Mbps upload and download speeds for optimal performance

What you will be doing

• 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

You’ll be successful in this role if you have experience in/with

• 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
• 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

Required language skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
• Ability to recognize and communicate potential issues and possible failure points in client systems and processes
• Associate’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
• Desired Certifications:
• CompTIA A+
• Network +
• Security +

The base pay range for this position is expected to be between $35,000.00 and $55,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Work Authorization Criteria
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa.

Workspace Requirements and Remote Work Policy
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 2/12/25.