Service Desk Technician II

Service Desk Technician II supports day-to-day client ticket handling and serves as an elevated escalation resource, with a focus on resolving requests within SLOs and reducing escalations through first-touch support.

Responsibilities

• Manage client service tickets, ensuring timely resolution or appropriate escalation
• Support the phone queue during part of your shift, and assist as needed during high call volume surges
• Maintain accurate ticket documentation in service management software (example: ConnectWise Manage)
• Troubleshoot and resolve client issues, including root-cause analysis for recurring problems
• Perform software upgrades and address system gaps or process issues
• Create, update, and maintain accurate client documentation
• Identify and communicate infrastructure improvements and security concerns
• Coach and mentor fellow Ntivians to improve performance and support professional development
• Follow industry best practices and ensure compliance with security and operational standards
• Assist with additional duties to support team goals

Requirements

• 2-3 years of help desk experience
• Proficiency supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications
• Solid knowledge of Microsoft 365, Google Workspace, Microsoft Exchange, and email technologies including spam filters
• Experience navigating Hyper-V and VMware consoles to troubleshoot virtual machine storage and availability issues
• Intermediate knowledge of at least one cloud platform console
• Experience with software deployments
• Comfort working with network hardware, including firewalls, managed switches, and WAPs
• Familiarity with RAID, NAS, and SAN concepts
• Familiarity with Apple macOS
• Familiarity with VOIP phone support
• Experience supporting iOS and Android
• Experience generating vendor access accounts while adhering to industry security best practices
• Ability to troubleshoot and resolve issues using secure remote access methods
• Proficiency creating limited domain user accounts and delegating local server administration as needed
• Knowledge of auditing and implementing need to know access controls and permissions
• Experience managing shared drive permissions and optimizing use of security groups (example: avoiding the default Domain Users group)
• Experience optimizing, applying, and filtering group policies using item-level filtering and security groups
• Familiarity with security tools and best practices for securing client infrastructure
• Strong problem-solving skills with the ability to diagnose and resolve issues quickly
• Ability to provide escalation support and identify imminent system failures for timely escalation
• Ability to identify misconfigured services or applications and escalate appropriately
• Capability to document technical processes and solutions clearly
• Proficient in reviewing, refining, and creating Standard Operating Procedures (SOPs)
• Excellent communication and customer service skills
• Strong organizational and time-management skills for multiple cases across varying difficulty and multiple clients
• Strong attention to detail and accuracy
• Ability to understand business impact of technical problems and solutions
• Ability to foster a supportive, collaborative environment
• Ability to explain complex technical concepts in simple, non-technical terms
• Professional English communication, written and oral
• Ability to write business correspondence and process procedures
• Ability to present information and respond to questions from managers, clients, and the general public

Technologies

• ConnectWise Manage
• Microsoft Desktop operating systems, Microsoft Server operating systems
• Microsoft 365, Google Workspace, Microsoft Exchange, spam filters
• Hyper-V, VMware
• Cloud platform console
• Software deployments
• Firewalls, Managed Switches, WAPs
• RAID, NAS, SAN
• Apple macOS
• VOIP phone support
• iOS, Android
• Secure remote access methods
• Group policies, security groups

Benefits

• Medical benefits
• 401(k) eligibility
• PTO

Location and Work Expectations

• Colorado Springs, CO (onsite)
• Preferred: candidates physically located in the Colorado Springs, CO area to support clients and the team
• Schedule: Monday-Friday, 8:00 AM to 5:00 PM MT

Bonus Points

• Desired certifications: CompTIA A+
• Desired certifications: CompTIA Network+
• Desired certifications: CompTIA Security+
• Desired certifications: Related Microsoft certifications
• Desired education: Bachelor’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
• Experience working for a Managed Services Provider
• Knowledge of ITIL or other service management frameworks is a plus

Compensation

• Expected base pay range: $43,000 to $50,000 per year
• Base pay may vary based on non-discriminatory factors including market location, job-related knowledge, skills, and experience
• FLSA status: Salaried, Non-Exempt

Work Authorization

• U.S. persons are welcome
• Unable to offer sponsorship or assume sponsorship of an employment visa

Workspace Requirements and Remote Work Policy

• Must establish a dedicated safe workspace free from distractions and hazards and secure from unauthorized access
• Must follow Ntiva IT User and Security Policies, including: password-protecting all equipment, keeping confidential and proprietary documents secure, and refraining from using public Wi-Fi
• Must have adequate arrangements to avoid significant interruptions from caregiving responsibilities during work hours (except emergencies with manager approval)
• Remote work away from a team member’s normal dedicated safe workspace must be requested, reviewed by management, and follow Ntiva policies and procedures

Application Deadline

Applications accepted until 8/14/26.