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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician I - **Company:** Ntiva, Inc. - **Location:** Colorado Springs, CO, United States (Remote available) - **Experience:** Starter - **Salary:** $32,000.0 - $45,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Server Message Block, Information Systems, Desktop Computing, Issue Tracking Systems, Internetworking, Virtual Private Networks (VPN), Microsoft Office, Remote Desktop Services, Wi-Fi Technology, Document Enterprise Platform, Peripherals, Cyber Threat Analysis, Information Technology, Network Server - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9b1ea6bfabdaf086 ## About the Role * 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 + ## Description 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). 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