Ntiva, Inc.

Technician

• 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

Service Desk Technician II

Security Analyst

• Monitor security dashboards, queues, and alerts from automated tools and escalated tickets
• Conduct initial investigations into security alerts
• Secure user accounts and collect log data for analysis
• Analyze incident scope and severity
• Resolve straightforward security issues and escalate complex cases to Level 2 Analysts
• Review and implement authorized routine changes to security tools
• Process client exemption requests in EDR platforms and temporarily adjust settings for testing
• Collaborate with security analysts and engineers
• Communicate with end-users and clients about potential security issues and incident resolution
• Coordinate security responses with Reactive Support, Client Strategy, NOC, and other departments
• Document investigations, actions, communications, and resolutions in ConnectWise
• Provide timely support for security inquiries
• Participate in a rotating on-call schedule
• Work Monday–Thursday, 12:00 AM–11:00 AM CST, after required day-shift training

Security Analyst I

• Deliver top-tier customer service and technical expertise as the first line of defense for client technology issues
• Answer incoming client troubleshooting calls and emails
• Troubleshoot Windows and Apple devices
• Interact with AI to validate and correct automated resolutions
• 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
• 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
• Receive and verify inbound packages, label assets, and update ConnectWise
• Package, label, and stage outbound shipments for carrier pickup
• Use AI-assisted tools for triage, troubleshooting, and drafting client communications
• Test new internal AI features and workflows before broader rollout
• Document AI successes, issues, and tuning needs
• Identify recurring ticket patterns suitable for AI automation and refine prompts or logic
• Provide structured feedback to internal AI tooling teams
• Coach fellow technicians on effective AI tool use
• Validate AI-suggested resolutions before applying them to client systems

Service Desk Technician I

• Answer incoming client troubleshooting calls and emails
• Provide customer service and troubleshoot Windows and Apple devices
• Interact with AI to validate and correct automated resolutions
• 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
• 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
• 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
• Identify recurring ticket patterns that could benefit from AI automation
• Provide structured feedback to internal AI tooling teams
• Coach fellow technicians on effective AI tool usage
• Validate AI-suggested resolutions before applying them to client systems

• Deliver top-tier customer service and technical expertise as the first line of defense for clients’ technology experience
• Answer incoming client troubleshooting calls and emails
• Provide support for Windows and Apple devices
• Interact with AI to validate and correct automated resolutions
• Handle Tier 1/Tier 2 service desk responsibilities
• 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
• 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)
• 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
• Document AI testing successes, issues, and tuning needs
• Identify recurring ticket patterns suitable for AI automation
• Refine prompts or logic for AI automation
• Provide structured feedback to internal AI tooling teams on accuracy, tone, and missed edge cases
• Coach fellow technicians on effective use of AI tools
• Validate AI-suggested resolutions before applying them to client systems