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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician I - **Company:** Ntiva, Inc. - **Location:** McLean, VA, United States (Remote available) - **Experience:** Starter - **Salary:** $45,000.0 - $60,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Artificial Intelligence, Server Message Block, Information Systems, Dynamic Host Configuration Protocol, Microsoft Desktop Optimization Pack, Domain Name System (DNS), Hyper-V, Issue Tracking Systems, Virtual Private Networks (VPN), Python (Programming Language), Microsoft Office, Windows PowerShell, Software Tools, Software Deployment, Windows Desktop, Wi-Fi Technology, Scripting, Internet Protocol Telephony, Cloud Platform System, Prompt Engineering, Cyber Threat Analysis, Information Technology, Server Operating Systems & Platforms, User Accounts, Vmware - **Published:** September 19, 2026 - **Apply:** https://www.careerjet.com/job/us3e2eb39b01538985410f11b2274d1c2d/eaa ## About the Role * Client-focused mindset with a positive, service-oriented attitude * Strong problem-solving skills and curiosity about emerging AI tools and workflows * Comfort testing evolving AI tools as an early adopter and providing specific, actionable feedback * Strong organization and time-management skills, with the ability to balance client cases and AI testing responsibilities * Excellent written and verbal communication skills * Ability to assess the business impact of technical issues and solutions * Ability to contribute to a collaborative, supportive team environment * Strong attention to detail when validating AI-suggested resolutions before implementation * Basic understanding of how AI tools generate responses and where technician review is required * Ability to document processes, outcomes, and AI tool feedback clearly * Ability to explain complex technical concepts in simple terms for non-technical users * Familiarity with Office 365 and Exchange Online administration * Ability to navigate and administer Active Directory * Working knowledge of Windows file shares, including SMB/CIFS * Solid troubleshooting fundamentals across Microsoft desktop and server operating systems and common applications * Basic networking troubleshooting fundamentals, including Wi-Fi, VPN, and DNS/DHCP connectivity issues 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 Nice to Have * Familiarity with Hyper-V or VMware consoles * Intermediate knowledge of at least one cloud platform console * Experience with software deployments * Familiarity with VOIP phone support * Prior exposure to prompt engineering, chatbot tuning, or AI-assisted workflows in any professional context * Awareness of data privacy and security best practices when using AI tools with client data * Basic scripting or automation exposure (e.g., PowerShell, Python), * 1-2 years of IT help desk experience required * Associate's or Bachelor's degree in Computer Science, Information Systems, Engineering, or a 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. In addition to answering incoming phone calls and providing elite customer service by troubleshooting Windows and Apple devices, you will also be interacting with AI to validate and correct automated resolutions. 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 DC, Maryland, or Virginia. * Monday-Friday, 6am-3pm EST What You Will Be Doing * Handle traditional Tier 1/Tier 2 service desk responsibilities, including: * Answer incoming client troubleshooting calls and emails * Manage client service tickets from triage through resolution or escalation while meeting SLOs * Follow up on open tickets and keep clients informed of status updates * Provision and deprovision user accounts and prepare laptops and desktops for deployment * Maintain accurate, up-to-date client documentation * Record clear, detailed case notes in the Ntiva ticketing system * Identify and communicate potential issues or failure points in client systems and processes * Review, improve, and create Standard Operating Procedures (SOPs) * Lead AI adoption and continuous improvement as a core part of the role: * Use AI-assisted tools as the default first step for triage, troubleshooting, and drafting client communications * Test new internal AI features and workflows before broader rollout, documenting successes, issues, and tuning needs * Identify recurring ticket patterns that could benefit from AI automation and help refine related prompts or logic * Provide structured feedback to internal AI tooling teams on accuracy, tone, and missed edge cases * Coach fellow technicians on using AI tools effectively in daily ticket work * Validate AI-suggested resolutions before applying them to client systems, using sound judgment and appropriate skepticism, At , you're more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance. Our client … + 22 days ago + ## Related Videos - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [JavaScript? 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