Service Desk Technician I

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Handle incoming client troubleshooting calls and initiate outbound calls in response to email inquiries.

• Communicate effectively with clients via email, ensuring prompt and clear correspondence.

• Utilize your expertise in Windows, networking, and knowledge of server and printer interconnectivity to set up and prepare laptops and desktops.

• Perform basic client account management in Office 365 and Active Directory.

• Monitor scheduled tasks, proactively notifying all stakeholders of any changes while promptly updating both the schedule and clients as required.

• Document detailed case notes in Ntiva's ticketing system and other documentation platforms to maintain clear and accurate records.

• Evaluate the necessity for documentation updates and communicate any required changes to management.

• Maintain a client-focused approach throughout all interactions, fostering trust and building robust client relationships.

• Exhibit a strong attention to detail to ensure adherence to accuracy and efficiency standards.

⛳️ Requirements

• Outstanding communication skills.

• Exceptional customer service skills.

• Minimum of 1 year of professional experience in the IT sector.

• Proficient in troubleshooting various technical issues, including but not limited to VPN, internet connectivity problems, remote desktop access, Microsoft Office software, and peripherals (such as printers, scanners, and monitors).

• Familiarity with the administration of Office 365 and Exchange Online.

• Skilled in navigating and administering Active Directory.

• Working knowledge of Windows file sharing (SMB/CIFS).

• Ability to review, comprehend, and implement Standard Operating Procedures (SOPs) and other training materials.

• Required language proficiency: Capable of professional communication in English, both written and verbal.

• Competency in drafting business correspondence and processing procedures.

🏝️ Benefits

• Medical, Dental, and Vision coverage for employees and their families.

• 401k plan with company-matched contributions.

• 4% match on a 5% contribution with no vesting period!

• Group Term Life and Accidental Death and Dismemberment insurance (provided by the company).

• Short-Term Disability (voluntary enrollment) and Long-Term Disability coverage (provided by the company).

• Health Savings Account (HSA) options and PPO options.

• Employee Assistance Program.

• Paid Time Off (PTO), Volunteer Time Off (VTO), 8 Paid Holidays, and 3 Floating Holidays.

• Education Reimbursement Program.

• Generous Employee Referral Program, offering cash bonuses for successful referrals!

• Dynamic recognition and rewards system.

• Clear pathways for promotion and advancement.

• Opportunity to work with industry-leading talent.