Service Desk Technician II

Ntiva, Inc.; McLean (VA); Remote; USD 45,000 - 65,000; Full time

Job summary

A leading company in managed services is seeking a Service Desk Technician II to provide exceptional support and manage client service tickets. The ideal candidate will thrive in a fast-paced environment, possess strong problem-solving skills, and have experience with various Microsoft and cloud platforms. This full-time role offers a salary range of $45,000 to $65,000, along with benefits.

Qualifications

• 2-3 years Help Desk experience.
• Intermediate knowledge of at least one cloud platform.

Responsibilities

• Manage client service tickets for timely resolution or escalation.
• Troubleshoot and resolve client issues, analyze recurring problems.

Skills

Problem Solving

Documentation

Communication

Organizational Skills

Tools

Microsoft Desktop OS

Microsoft Server OS

Microsoft 365

Google Workspace

Microsoft Exchange

Job description

Join to apply for the Service Desk Technician II role at Ntiva, Inc.

About Ntiva

At Ntiva, we value growth, innovation, and teamwork. We are 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. We foster a culture of passionate, supportive people committed to excellence.

Role Overview

As a Service Desk Technician II, you will manage support desk tickets, serve as an elevated resource for client requests, and aim for first-touch resolution while maintaining high-quality, customer-focused service. You should thrive in a fast-paced environment, switching effectively between tasks and communicating clearly with clients.

Key Responsibilities

1. Manage client service tickets for timely resolution or escalation.
2. Maintain accurate records using service management software (e.g., ConnectWise Manage).
3. Troubleshoot and resolve client issues, analyze recurring problems.
4. Perform software upgrades and address system gaps.
5. Create and update client documentation.
6. Identify infrastructure improvements and security concerns.
7. Mentor team members to support professional growth.
8. Adhere to industry standards and ensure security and operational compliance.
9. Support team goals with additional duties as assigned.

Qualifications

• 2-3 years Help Desk experience.
• Proficient with Microsoft Desktop and Server OS, Microsoft 365, Google Workspace, Microsoft Exchange.
• Intermediate knowledge of at least one cloud platform.
• Experience with software deployments, network hardware, and security tools.
• Strong problem-solving and documentation skills.

Success Factors

• Excellent communication and organizational skills.
• Ability to understand business impact and explain technical issues simply.
• Supportive, collaborative attitude.

Additional Information

This is an evergreen, full-time role with a salary range of $45,000 to $65,000, plus benefits. The position is open to applicants authorized to work in the U.S. and adheres to remote workspace policies. Ntiva is committed to diversity and equal opportunity employment.