Service Desk Technician I

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

📋 Description

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

• Communicate effectively with clients via email, ensuring timely and clear responses.

• Utilize your expertise in Windows, networking, and knowledge of server and printer inter-connectivity to configure and set up laptops and desktops.

• Perform basic administration of client accounts in Office 365 and Active Directory.

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

• Record comprehensive case notes in Ntiva's ticketing system and other documentation platforms, ensuring clarity and accuracy.

• Evaluate the necessity for documentation updates and notify management of any required modifications.

• Maintain a positive, client-focused approach in all interactions, building trust and fostering strong client relationships.

• Exhibit a high level of attention to detail to ensure standards of accuracy and efficiency are met.

⛳️ Requirements

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

• Proficient in troubleshooting issues related to VPN, Internet connectivity, Remote desktop, Microsoft Office applications, and peripherals.

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

• Competence in navigating and managing Active Directory.

• Basic understanding of Windows file shares (SMB/CIFS).

• Excellent communication and writing abilities.

• Capability to review, comprehend, and apply SOPs and other written training materials.

• Preferred: Associate’s Degree in Computer Science, Information Systems, Engineering, or a related field.

🏝️ Benefits

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

• 401k with company-matched contributions.

• Group Term Life and Accidental Death and Dismemberment insurance.

• Coverage for Short-Term and Long-Term Disability.

• Health Savings Account (HSA) options / PPO options available.

• Employee Assistance Program offered.

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

• Education Reimbursement Program available.

• Generous Employee Referral Program - cash bonuses for successful referrals!