Service Desk Technician I

Ntiva, Inc.

. Answer incoming client troubleshooting calls and emails .

Posted 9/24/2026full-timeRemote • Illinois • United StatesJunior💰 $35,000 - $55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong problem-solving abilities and effective communication skills while managing client service tickets and troubleshooting technical issues across Windows and Apple devices. Proficient in utilizing AI tools for triage and feedback, with a solid understanding of IT fundamentals and documentation practices.

Highest-signal resume keywords

Client TroubleshootingAI Tool ValidationActive Directory AdministrationWindows and Apple Device SupportCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting FundamentalsWindows File SharesBasic NetworkingOffice 365 AdministrationAI Tool UsageTechnical DocumentationService Ticket ManagementSLO ComplianceClient CommunicationProcess Improvement

Soft Skills

Problem-SolvingOrganizationTime ManagementAttention to DetailVerbal Communication

Tools & Technologies

Ntiva Ticketing SystemAI-Assisted ToolsVPNDNSDHCP

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+

Industry Keywords

IT IndustryTechnical SupportClient ServiceEmerging AI ToolsStandard Operating Procedures

Tech Stack

Tools & technologies

DNS

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

At least 1 year of professional work experience in the IT industry
Strong problem-solving skills and curiosity about emerging AI tools and workflows
Comfort testing evolving AI tools as an early adopter and providing specific, actionable feedback
Strong organization and time-management skills
Excellent written and verbal communication skills
Ability to assess the business impact of technical issues and solutions
Strong attention to detail when validating AI-suggested resolutions
Basic understanding of how AI tools generate responses and where technician review is required
Ability to document processes, outcomes, and AI tool feedback clearly
Ability to explain complex technical concepts in simple terms
Familiarity with Office 365 and Exchange Online administration
Ability to navigate and administer Active Directory
Working knowledge of Windows file shares, including SMB/CIFS
Solid troubleshooting fundamentals across Microsoft desktop and server operating systems and common applications
Basic networking troubleshooting fundamentals, including Wi-Fi, VPN, and DNS/DHCP connectivity issues
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
Associate’s Degree in Computer Science, Information Systems, Engineering or another related discipline preferred
Desired certifications: CompTIA A+, Network+, Security+
Must verify identity and eligibility to work in the United States
Employer is unable to sponsor or assume sponsorship of an employment visa
Must establish a dedicated, safe, secure workspace for remote work

Benefits

Comp & perks

Medical benefits
401(k) eligibility
PTO
Remote work arrangement
Dedicated safe workspace requirements and remote-work support