Service Desk Technician I

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.  

 
Location and Work Expectations

 This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. To best support our clients and team, this role is open only to candidates who are physically located in Chicago, Illinois. 

Schedule: Monday - Friday, 8:00am to 5:00pm CST

 
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 

Remote desktop  

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 

This role involves extended periods of sitting or standing and regular use of computers and office equipment 

 
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 

 
Bonus points for 

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 + 

 
 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 

Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays 

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 $39,000.00 and $48,000.00 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. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.  

 
FLSA Status: Salaried, Non-Exempt  

 
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 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 5/22/26.