Service Desk Technician II

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

Job summary

Join a forward-thinking company as a Service Desk Technician II, where your skills in troubleshooting and client support will shine. This dynamic role focuses on managing service tickets, ensuring quick resolutions, and maintaining high-quality service standards. You'll work in a collaborative environment, helping clients navigate technical challenges while enhancing your professional growth. With a commitment to innovation and teamwork, this company offers a vibrant workplace where your contributions matter. If you're ready to take your career to the next level in a supportive setting, this opportunity is for you.

Benefits

Medical, Dental and Vision Coverage

401k with Company Match

Group Term Life Insurance

Short-Term and Long-Term Disability Coverage

Health Savings Account Options

Education Reimbursement Program

Employee Referral Program

Dynamic Recognition and Rewards

Clear Promotion Tracks

Work with Industry-Leading Talent

Qualifications

• 2-3 years of Help Desk experience required.
• Proficient in Microsoft Desktop and Server OS.
• Strong problem-solving skills are essential.

Responsibilities

• Manage client service tickets and ensure timely resolution.
• Troubleshoot and resolve client issues effectively.
• Coach and mentor team members for performance enhancement.

Skills

Help Desk Experience

Microsoft Desktop and Server OS

Microsoft 365

Google Workspace

Cloud Platform Knowledge

Network Hardware Familiarity

Apple macOS

VOIP Phone Support

Problem-Solving Skills

Communication Skills

Education

Bachelor’s Degree in Computer Science

Tools

ConnectWise Manage

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!

There is no application deadline for this role. This is an Evergreen job posting, meaning we accept applications on an ongoing basis and regularly review candidates as positions become available.

How you’ll make an Impact

As a Service Desk Technician II, you will be responsible for managing day-to-day support desk tickets and serving as an elevated resource for client-initiated requests. Your primary focus will be to fully resolve tickets while adhering to Service Level Objectives (SLOs). Additionally, you will work to prevent escalations by providing first-touch resolution whenever possible. Maintaining high-quality service, fast response times, and a customer-focused mindset with clear communication will be essential. The ideal candidate should thrive in a fast-paced environment, demonstrating the ability to switch quickly and effectively between tasks while keeping the customer informed throughout the process.

What you will be doing

• Manage client service tickets, ensuring timely resolution or proper escalation
• 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 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

Required Knowledge and Experience

• 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
• 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 (e.g., avoiding the default Domain Users group)
• 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 escalate appropriately
• Ability to document technical processes and solutions clearly
• Proficient in reviewing, refining, and creating Standard Operating Procedures (SOPs)

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

• Strong problem-solving capabilities
• Strong organizational and time-management skills, with the ability to manage multiple cases of varying difficulty from multiple clients
• Strong attention to detail and accuracy
• Ability to understand the business impact of technical problems and solutions
• Ability to foster a supportive and collaborative environment
• Ability to translate complex technical concepts into simple, easy-to-understand language for non-technical end users

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
• Desired certifications:
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Related Microsoft certifications
• Desired Education:Bachelor’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
• Experience working for a Managed Services Provider
• Knowledge of ITIL or other service management frameworks is a plus

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 $45,000.00 and $65,000.00 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.

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.