Support-focused role providing first-line troubleshooting, ticket support, and client communication for onsite work in Colorado Springs.

Receive incoming client troubleshooting calls and place outbound calls in response to email requests
Communicate with clients by email with clear, prompt updates and guidance
Use Windows skills to troubleshoot and support client issues
Apply knowledge of server and printer inter-connectivity to prepare and set up laptops and desktops
Perform basic client account administration in Office 365 and Active Directory
Track scheduled work, proactively communicate scheduling changes to stakeholders, and update schedules and clients as needed
Log detailed case notes in Ntiva’s ticketing system and other documentation platforms
Identify when documentation updates are needed and notify management of required changes
Maintain a positive, client-centric approach to build trust and strong client relationships
Keep meticulous attention to detail to support accuracy and efficiency standards

Excellent communication skills
Excellent customer service skills
At least 1 year of professional work experience in the IT industry
Proficiency troubleshooting issues including, but not limited to:
- VPN
- Internet connectivity losses
- Remote desktop
- Microsoft Office software
- Peripherals including printers, scanners, and monitors
Familiarity administering Office 365 and Exchange Online
Proficiency navigating and administering Active Directory
Working knowledge of Windows file shares (SMB/CIFS)
Ability to review, understand, and implement SOPs and other written training
Physical readiness for extended periods of sitting or standing and regular computer and office equipment use
Ability to communicate professionally in English, written and orally
Ability to write business correspondence and process procedures
Ability to present information and respond to questions from managers, clients, and the general public

Medical, Dental and Vision coverage for employee and family
401k with 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 with cash bonus for successful referrals
Dynamic Recognition and Rewards
Clear promotion and advancement tracks
Work with industry-leading talent

Colorado Springs, CO (onsite)
Schedule: Monday to Friday, 8:00 AM to 5:00 PM MT
Preferred that candidates are physically located in the Colorado Springs, CO area

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 +

Team members must set up a dedicated safe workspace that is free from distractions and hazards and secure from unauthorized access
Must follow Ntiva IT User and Security Policies, including password-protecting equipment, securing confidential and proprietary documents, and refraining from using public Wi-Fi
Must have adequate arrangements to avoid significant interruptions due to caregiving responsibilities during work hours (except emergency situations with manager approval)
Remote work outside a team member’s normal expected dedicated safe workspace must be requested, reviewed by management, and comply with Ntiva policies and procedures

Service Desk Technician I

Job Description