Service Desk Technician II

Ntiva, Inc.

. Handle initial ticket intake and escalations as an after-hours Service Desk Technician II .

Posted 9/28/2026full-timeRemote • United StatesJuniorMid-Level💰 $42,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Proficient in troubleshooting and resolving technical issues across Microsoft Desktop and Server operating systems, with a strong focus on client service management and documentation. Demonstrates effective communication skills to convey technical concepts to non-technical users while adhering to security best practices.

Highest-signal resume keywords

Help Desk ExperienceMicrosoft 365 SupportTroubleshooting Microsoft Desktop and ServerCompTIA A+ CertificationCloud Platform Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot-Cause AnalysisSoftware UpgradesService Management SoftwareGroup Policy OptimizationVendor Access Account ManagementRemote Access TroubleshootingClient DocumentationTechnical Process DocumentationSystem Failure Diagnosis

Soft Skills

Problem-SolvingOrganizational SkillsTime ManagementCommunication SkillsCollaboration Skills

Tools & Technologies

ConnectWise ManageMicrosoft ExchangeGoogle WorkspaceHyper-VVMwareFirewallsManaged SwitchesWAPsRAIDNAS

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+Microsoft Certifications

Industry Keywords

Service DeskClient Service ManagementSecurity Best PracticesOperational StandardsTechnical Documentation

Tech Stack

Tools & technologies

AndroidCloudFirewallsiOSMacOSVMwareVoIP

About the role

Key responsibilities & impact

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

What you’ll need

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

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 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