Service Desk Technician II

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 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. 

 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 the DC, Maryland, or Virginia area. 

Schedule: 9:00am-6:00pm EST 

 

What you will be doing 

Manage client service tickets, ensuring timely resolution or proper escalation 

Assisting in the phone queue to handle client calls during part of your day, or as needed during high call volume surges 

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 fellow Ntivians 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 

Familiarity in navigating Hyper-V and VMware consoles to troubleshoot virtual machine storage and availability issues 

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 

Excellent communication skills 

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 

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 

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  

 

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 $50,000.00 and $55,000.00 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/Hourly, Exempt/Non-Exempt 

 

Work Authorization Criteria 
  This position requires U.S. citizenship due to federal government contract obligations and access to secured information systems.  

  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 6/4/26.