Service Desk Technician I

Ntiva, Inc.

. Deliver top-tier customer service and technical expertise as the first line of defense for client technology issues .

Posted 9/24/2026full-timeLombard • Illinois • United StatesJunior💰 $35,000 - $50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong technical expertise in troubleshooting Windows and Apple devices, along with proficiency in AI tools for client support. Capable of managing service tickets, documenting processes, and communicating effectively with clients and team members.

Highest-signal resume keywords

Client-Focused MindsetStrong Problem-Solving SkillsFamiliarity with Office 365 and Exchange OnlineBasic Networking Troubleshooting FundamentalsCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Windows DevicesTroubleshooting Apple DevicesActive Directory AdministrationBasic Scripting ExposureSoftware DeploymentAI Tool ValidationNetworking FundamentalsDocumentation SkillsClient Ticket ManagementAI-Assisted Workflows

Soft Skills

Positive Service-Oriented AttitudeStrong Organization SkillsExcellent Communication SkillsAttention to DetailCuriosity About Emerging AI Tools

Tools & Technologies

Ntiva Ticketing SystemConnectWiseHyper-VVMwareOffice 365Exchange OnlineVOIP Phone SupportAI Tools

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+

Industry Keywords

IT IndustryClient Technology IssuesStandard Operating ProceduresData Privacy Best PracticesAI Automation

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 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

Requirements

What you’ll need

At least 1 year of professional work experience in the IT industry
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 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
Associate’s Degree in Computer Science, Information Systems, Engineering or another related discipline preferred
Desired certifications: CompTIA A+, Network+, Security+
Familiarity with Hyper-V or VMware consoles
Intermediate knowledge of at least one cloud platform console
Experience with software deployments
Familiarity with VOIP phone support
Prior exposure to prompt engineering, chatbot tuning, or AI-assisted workflows
Awareness of data privacy and security best practices when using AI tools with client data
Basic scripting or automation exposure, such as PowerShell or Python
Must verify identity and eligibility to work in the United States
Employment visa sponsorship is unavailable

Benefits

Comp & perks

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