Service Desk Technician II

Ntiva; Colorado Springs (CO); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401k + company-matched contributions

Life Insurance

Short-Term and Long-Term Disability

HSA / PPO options

Education Reimbursement

Employee Referral Program

Promotions and Growth Tracks

Job summary

Ntiva is hiring a Service Desk Technician II in Colorado under the Service Delivery department. The role is hybrid (10% onsite, 90% remote) with travel to client sites in Colorado.

You will provision clients, prepare workstations, diagnose hardware, and resolve networking/AD/Office 365 issues, maintaining strong client service and documentation. The position requires IT experience, strong troubleshooting, and certifications; benefits include comprehensive health coverage, 401(k), and growth

Qualifications

• Professional IT experience, particularly in client provisioning or technical support.
• Strong troubleshooting skills for networking and software issues.
• Excellent verbal and written communication abilities.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Knowledge and/or experience with Watchguard, SonicWall, FortiGate firewalls.
• Experience with ConnectWise or similar service management tools.

Responsibilities

• Manage and resolve Client Provisioning requests with a focus on timely and efficient solutions.
• Prepare client workstations and devices for shipping and coordinate with shipping/receiving team.
• Perform hardware diagnostics, low level hardware repair, and parts replacements.
• Troubleshoot and resolve networking issues, VPN SSL problems, and Active Directory/Office 365 issues.
• Assist in the setup and configuration of user environments and workstations.
• Document and track all client interactions and technical issues in the ticketing system.
• Update documentation to reflect current processes and solutions.
• Escalate complex issues to higher-level support teams as necessary.

Skills

IT experience

Troubleshooting

Communication

Microsoft Office

Networking

VPN issues

Active Directory/Office 365

ConnectWise

Education

Associates/Bachelors in a related field

Tools

ConnectWise

Watchguard

SonicWall

FortiGate

Apple devices

Job description

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? AtNtiva,we’remore than a Managed ServicesProvider,we’rea community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally.Ntivais 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’reon 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’dlove to meet you. Come explore one of our many opportunities and grow with us!

How you’ll make an impact:

As a Service Desk Technician II for the Service Delivery department, you will be responsible for providing advanced technical support for onboarding, offboarding, and workstation preparation within the Service Delivery department. You will work on service desk tickets in a timely manner and provide onsite support as needed to resolve technical issues. You will troubleshoot and resolve networking, VPN, Active Directory, and Office 365 issues to ensure a seamless experience for our clients.

Location and Work Expectations:

• This is a hybrid position requiring to spend 10% of the work week onsite with clients and 90% of the work week performed remotely.
• This exciting opportunity involves working on-site with various clients throughout the Colorado area, including Denver, Colorado Springs, or Pueblo, providing an immersive and dynamic work experience. Join us as we embark on a journey that takes you to different client sites every day, offering you the chance to explore new locations, build diverse professional relationships, and make a significant impact in the industry.
• Must have a valid driver's license and insured vehicle. Travel may require up to 1.5hr drive to the location.
• The schedule for this role is Monday through Friday from 8:00am to 5:00pm MT.

What you will be doing:

• Manage and resolve Client Provisioning requests with a focus on timely and efficient solutions.
• Prepare client workstations and devices for shipping and coordinate with shipping/receiving team
• Perform hardware diagnostics, low level hardware repair, and parts replacements including (but not limited to) hard drive replacement, RAM replacement, and screen/bezel replacement.
• Troubleshoot and resolve networking issues, VPN SSL problems, and Active Directory/Office 365 issues.
• Assist in the setup and configuration of user environments and workstations.
• Document and track all client interactions and technical issues in the ticketing system.
• Update documentation as needed to reflect current processes and solutions.
• Escalate complex issues to higher-level support teams as necessary.
• Assist with the deployment of new software and ensure compliance with company policies and procedures.

You’ll be successful in this role if you have:

• Professional IT experience, particularly in client provisioning or technical support.
• Strong troubleshooting skills for networking and software issues.
• Excellent verbal and written communication abilities.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Knowledge and/or experience with Watchguard, SonicWall, FortiGate firewalls
• Knowledge and/or experience with Network troubleshooting.
• Exceptional attention to detail and ability to follow written instructions.
• A commitment to delivering high-quality customer service.
• Reliable method of transportation
• This role involves extended periods of sitting or standing and regular use of computers and office equipment
• Experience with ConnectWise or similar service management tools.
• Familiarity and experience with Watchguard, Sonicglass and/or FortiGate firewalls.
• Familiarity and experience with ImmyBot functionality and execution.
• Technical knowledge with Macs and Apple devices.
• A+ and/or Net+ certification.
• Other relevant IT certifications.
• Formal education (Associates/Bachelors in a related field).

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

Physical Environment and Working Conditions:

• Must be able to lift up to 50 pounds frequently
• Must be able to lift up to 75 pounds rarely
• Must be able to perform frequent bending, kneeling, squatting, and turning
• Must be able to perform occasional reaching over shoulder height, waist level and from floor
• Must be able to work in a fast-paced environment
• Must be able to work in an unsupervised environment
• Must be able to drive / sit for extended periods of time

Benefits and Perks:

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
• 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
• Education Reimbursement Program
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent

The base pay range for this position is expected to be between $45,000 and $60,000 per year. 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.Additionaldetails 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 U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Workspace Requirements and Remote Work Policy Team members mustestablisha dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes followingNtiva’sIT 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, issubject to review by management, and must adhere to Ntiva policies and procedures. Our Commitment to a Diverse Workforce AtNtiva, we are committed to creating andmaintaininga diverse, inclusive, and welcoming work environment for all employees and job applicants. Wefirmly believethat 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 activelyseekto recruit andretaina diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identityor 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.