Service Desk Technician II

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

📋 Description

• Oversee client service tickets, ensuring prompt resolution or appropriate escalation.

• Assist in managing the phone queue to address client calls during peak hours or as required.

• Maintain precise ticket records utilizing service management software (e.g., ConnectWise Manage).

• Diagnose and resolve client issues, performing root-cause analysis for recurring challenges.

• Carry out software upgrades and address system gaps or process-related issues.

• Create, update, and maintain accurate documentation for clients.

• Identify and communicate potential infrastructure enhancements and security issues.

• Mentor and guide fellow Ntivians to improve performance and support professional growth.

• Follow industry best practices and ensure adherence to security and operational standards.

• Assist with additional responsibilities to contribute to team objectives.

⛳️ Requirements

• 2-3 years of experience in Help Desk support.

• Skilled in supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications.

• Strong understanding of Microsoft 365, Google Workspace, Microsoft Exchange, and related email technologies, including spam filters.

• Experience navigating Hyper-V and VMware consoles to troubleshoot virtual machine storage and availability issues.

• Intermediate proficiency in at least one cloud platform and its management console.

• Experience with software deployment processes.

• Knowledgeable in network hardware, including Firewalls, Managed Switches, and WAPs.

• Familiarity with RAID, NAS, and SAN concepts.

• Comfortable working with Apple macOS.

• Experience in VOIP phone support.

• Familiarity with iOS and Android platforms.

• Proven experience generating vendor access accounts while adhering to industry security best practices.

• Ability to troubleshoot and resolve issues related to secure remote access methods.

• Proficient in creating limited domain user accounts and delegating local server administration as necessary.

• Knowledge of auditing and implementing access control and permissions based on the "need to know" principle.

• Experience in managing shared drive permissions and optimizing the usage of security groups (e.g., avoiding the default Domain Users group).

• Experienced in optimizing, applying, and filtering group policies through item-level filtering and security groups.

• Familiarity with security tools and best practices for securing client infrastructure.

• Strong problem-solving abilities with the capability to diagnose and resolve technical issues swiftly.

• Capable of providing escalation support and identifying potential system failures for timely escalation.

• Ability to identify misconfigured services or applications and escalate as necessary.

• Competent in documenting technical processes and solutions clearly.

• Proficient in reviewing, refining, and creating Standard Operating Procedures (SOPs).

🏝️ Benefits

• Medical benefits.

• Eligibility for 401(k).

• Paid Time Off (PTO).