Service Desk Technician I

Ntiva, Inc.

. Deliver top-tier customer service and technical expertise as the first line of defense for clients’ technology experience .

Posted 9/17/2026full-timeRemote • District of Columbia • United StatesJunior💰 $45,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with a focus on customer service, troubleshooting, and effective use of AI tools. Proficient in managing service desk operations, client documentation, and communication while adhering to service level objectives.

Highest-signal resume keywords

IT Help Desk ExperienceWindows And Apple SupportActive Directory AdministrationCompTIA A+ CertificationAI Tool Feedback And Testing

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Troubleshooting FundamentalsBasic Networking TroubleshootingOffice 365 AdministrationWindows File SharesService Desk Ticket ManagementUser Account ProvisioningStandard Operating Procedures (SOPs)Documentation SkillsBasic Scripting ExposureAI Automation Understanding

Soft Skills

Client-Focused MindsetStrong Problem-Solving SkillsExcellent Communication SkillsOrganizational SkillsAttention To Detail

Tools & Technologies

Ntiva Ticketing SystemAI-Assisted ToolsHyper-VVMware ConsolesVOIP Phone Support

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+

Industry Keywords

Service Level Objectives (SLOs)Client DocumentationTechnical SupportEmerging AI ToolsData Privacy Best Practices

Tech Stack

Tools & technologies

CloudDNSPythonVMwareVoIP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

1–2 years of IT help desk experience required
Associate’s or Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline preferred
Candidates must be physically located in DC, Maryland, or Virginia
U.S. persons welcomed; unable to offer or assume sponsorship of an employment visa
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 managers, clients, and the general public
Client-focused mindset with a positive, service-oriented attitude
Strong problem-solving skills and curiosity about emerging AI tools and workflows
Comfort testing evolving AI tools as an early adopter and providing actionable feedback
Strong organization and time-management skills
Excellent written and verbal communication skills
Ability to assess business impact of technical issues and solutions
Ability to contribute to a collaborative, supportive team environment
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 to non-technical users
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
Desired certifications: CompTIA A+, Network+, Security+
Nice to have: Familiarity with Hyper-V or VMware consoles
Nice to have: Intermediate knowledge of at least one cloud platform console
Nice to have: Experience with software deployments
Nice to have: Familiarity with VOIP phone support
Nice to have: Prior exposure to prompt engineering, chatbot tuning, or AI-assisted workflows
Nice to have: Awareness of data privacy and security best practices when using AI tools with client data
Nice to have: Basic scripting or automation exposure, such as PowerShell or Python

Benefits

Comp & perks

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 Disability coverage (voluntary enrollment)
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 - cash bonus for successful referrals
Dynamic Recognition and Rewards
Clear Promotion and Advancement Tracks
Work with Industry-Leading Talent
One-time $5,000 sign-on bonus
Remote work arrangement