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Service Desk Technician I
1 month ago
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.
Summary of Location and Hours
- This is a 100% remote position
- Monday-Friday, 11am-8pm EST
- We provide the equipment you need, but you must have a reliable home internet connection with at least 20 Mbps upload and download speeds for optimal performance
- 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
- 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
- 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
- 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 +
- Medical, Dental and Vision coverage for employee and family
- 401k + company matched contributions 4% match on 5% contribution – Employee and Company contribute after 90 days – no vesting period)
- 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
- Paid Personal Time Off (PTO) + 2 Floating Holidays
- Bonus plans
- Tuition Reimbursement Program
- Employee Assistance Program
- Generous Employee Referral Program – the more you refer the more you earn
- Dynamic Recognition and Rewards
- Work with Industry-Leading Talent
- Clear Promotion and Advancement Tracks
The base pay range for this position is expected to be between $35,000.00 and $55,000.00 per year, plus an annual on-target bonus. 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.
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, 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 8/02/24.