Service Desk Technician II
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Job Description
After-hours Service Desk Technician II supporting Ntiva’s managed IT services clients. Resolving tickets, troubleshooting infrastructure, and escalating security and system issues overnight.
Responsibilities:
- Handle initial ticket intake and escalations as an after-hours Service Desk Technician II
- Work with 24/7 operations and centralized operations to fulfill client contractual obligations
- Manage client service tickets through timely resolution or proper escalation
- Assist in the phone queue during part of the day or high-volume surges
- Maintain accurate ticket records using service management software such as ConnectWise Manage
- Troubleshoot and resolve client issues and perform root-cause analysis
- Perform software upgrades and address system gaps or process issues
- Create, update, and maintain client documentation
- Identify and communicate infrastructure improvements and security concerns
- Coach and mentor fellow employees
- Adhere to industry best practices and security and operational standards
- Complete assigned tickets within allotted outage windows
- Take escalations from management and other departments
- Diagnose technical issues, identify imminent system failures, and escalate appropriately
- Identify misconfigured services or applications and escalate appropriately
- Document technical processes and solutions
- Review, refine, and create Standard Operating Procedures
Requirements:
- 2-3 years of Help Desk experience
- Proficient in supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications
- Solid knowledge of Microsoft 365, Google Workspace, Microsoft Exchange, related email technologies, and spam filters
- Familiarity with Hyper-V and VMware consoles
- Intermediate knowledge of at least one cloud platform and its console
- Experience with software deployments
- Familiarity with firewalls, managed switches, and WAPs
- Familiarity with RAID, NAS, and SAN concepts
- Familiarity with Apple macOS
- Familiarity with VOIP phone support
- iOS and Android experience
- Experience generating vendor access accounts according to security best practices
- Ability to troubleshoot and resolve issues with secure remote access methods
- Proficient in creating limited domain user accounts and delegating local server administration
- Knowledge of auditing and implementing need-to-know access controls and permissions
- Experience managing shared drive permissions and security groups
- Experience optimizing, applying, and filtering group policies
- Familiarity with security tools and best practices
- Strong problem-solving, organizational, time-management, communication, and collaboration skills
- Ability to understand business impact and explain technical concepts to non-technical users
- 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
- Must be a U.S. citizen due to federal government contract obligations and access to secured information systems
- Desired certifications include CompTIA A+, CompTIA Network+, CompTIA Security+, and related Microsoft certifications
- Bachelor’s Degree in Computer Science, Information Systems, Engineering, or comparable work experience is desired
- Ability to work the specified overnight schedule
- Dedicated secure workspace meeting company remote-work and security requirements
Benefits:
- Medical, Dental and Vision coverage for employee and family
- 401k + company-matched contributions
- 4% match on 5% contribution - no vesting period
- Group Term Life and Accidental Death and Dismemberment coverage (company provided)
- Short-Term 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
- Employee Referral Program with cash bonus for successful referrals
- Dynamic Recognition and Rewards
- Clear Promotion and Advancement Tracks
- Work with Industry-Leading Talent
- Remote work arrangement with infrequent travel expected if needed
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