Service Desk Technician II

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Oversee the daily management of client service desk tickets.

• Ensure prompt ticket resolution or appropriate escalation while complying with Service Level Objectives (SLOs).

• Provide initial resolution whenever feasible to minimize escalations.

• Assist with managing the phone queue by handling client calls during certain times or peak periods.

• Maintain precise ticket records through service management tools like ConnectWise Manage.

• Diagnose and resolve client issues effectively.

• Conduct root-cause analysis for issues that recur frequently.

• Execute software upgrades and address any system deficiencies or process challenges.

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

• Recognize and report infrastructure enhancements and security issues.

• Guide and mentor fellow Ntivians.

• Comply with industry best practices along with security and operational standards.

• Engage in a rotating on-call schedule.

• Contribute to additional team objectives and responsibilities.

⛳️ 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 associated email technologies, including spam filters.

• Knowledge of Hyper-V and VMware management consoles.

• Intermediate familiarity with at least one cloud platform and its management console.

• Experience in software deployment.

• Understanding of network hardware, including Firewalls, Managed Switches, and Wireless Access Points (WAPs).

• Familiarity with RAID, NAS, and SAN concepts.

• Basic knowledge of Apple macOS.

• Experience with VOIP phone support.

• Proficient in iOS and Android platforms.

• Experience in generating vendor access accounts while following industry security best practices.

• Capability to troubleshoot and resolve issues using secure remote access methods.

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

• Knowledge of auditing and implementing access control and permissions based on necessity.

• Experience in managing shared drive permissions and security groups.

• Expertise in optimizing, applying, and filtering group policies.

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

• Strong analytical and problem-solving abilities.

• Ability to provide escalation support and identify potential system failures.

• Capability to recognize misconfigured services or applications and escalate as needed.

• Skill in documenting technical processes and solutions clearly.

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

• Strong organizational and time-management capabilities.

• Keen attention to detail and accuracy.

• Excellent communication skills.

• Ability to comprehend the business implications of technical issues and solutions.

• Skill in translating complex technical ideas for non-technical users.

• Proficient in professional communication in English, both written and verbal.

• Capability to draft business correspondence and procedural documents.

• Ability to present information and answer questions from managers, clients, and the general public.

• Must be a U.S. citizen or resident.

• Unable to provide or accept sponsorship for an employment visa.

• A dedicated, secure, and distraction-free remote workspace is essential.

• A Bachelor's Degree in Computer Science, Information Systems, Engineering, or a related field is preferred.

• Desired certifications include CompTIA A+, CompTIA Network+, CompTIA Security+, and other relevant Microsoft certifications.

• Experience with a Managed Services Provider is advantageous.

• Familiarity with ITIL or other service management frameworks is a plus.

🏝️ 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 coverage provided by the company.

• Short-Term Disability coverage available through voluntary enrollment.

• Long-Term Disability coverage provided by the company.

• Options for Health Savings Accounts (HSA) and PPO plans.

• Employee Assistance Program.

• Paid Time Off (PTO) policy.

• Volunteer Time Off (VTO) policy.

• 8 Paid Holidays annually.

• 3 Floating Holidays.

• Education Reimbursement Program.

• Generous Employee Referral Program with cash bonuses for successful referrals.

• Dynamic Recognition and Rewards program.

• Clear paths for Promotion and Advancement.

• Opportunity to work with industry-leading talent.

• Flexible remote work arrangement.

• Infrequent travel required.