Service Desk Technician I

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

• To best support our clients and team, it is preferred that candidates are physically located in the Colorado Springs, CO area.
• The schedule is Monday - Friday, 8:00 AM to 5:00 PM MT.

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, 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.

• Excellent communications skills
• Excellent customer service skills
• 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)
• 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 +

3.33.3 out of 5 stars Colorado Springs, CO 80903 Remote $32,000 - $45,000 a year, Pulled from the full job description

• Referral program
• Tuition reimbursement
• AD&D insurance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off, 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 $32,000.00 and $45,000.00 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.

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.