Service Desk Technician I

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How you’ll make an Impact

As the Service Desk Technician, you will be at the forefront of delivering top-tier customer service and technical expertise. You are not just a technician; you are the first line of defense, ensuring our clients' technology experience is nothing short of exceptional. In addition to answering incoming phone calls and providing elite customer service by troubleshooting Windows and Apple devices, you will also be interacting with AI to validate and correct automated resolutions.

Location and Work Expectations

• This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. To best support our clients and team, this role is open only to candidates who are physically located in DC, Maryland, or Virginia.
• Monday-Friday, 6am-3pm EST
  
  

What You Will Be Doing

• Handle traditional Tier 1/Tier 2 service desk responsibilities, including:
  • Answer incoming client troubleshooting calls and emails
  • Manage client service tickets from triage through resolution or escalation while meeting SLOs
  • Follow up on open tickets and keep clients informed of status updates
  • Provision and deprovision user accounts and prepare laptops and desktops for deployment
  • Maintain accurate, up-to-date client documentation
  • Record clear, detailed case notes in the Ntiva ticketing system
  • Identify and communicate potential issues or failure points in client systems and processes
  • Review, improve, and create Standard Operating Procedures (SOPs)
• Lead AI adoption and continuous improvement as a core part of the role:
  • Use AI-assisted tools as the default first step for triage, troubleshooting, and drafting client communications
  • Test new internal AI features and workflows before broader rollout, documenting successes, issues, and tuning needs
  • Identify recurring ticket patterns that could benefit from AI automation and help refine related prompts or logic
  • Provide structured feedback to internal AI tooling teams on accuracy, tone, and missed edge cases
  • Coach fellow technicians on using AI tools effectively in daily ticket work
  • Validate AI-suggested resolutions before applying them to client systems, using sound judgment and appropriate skepticism
    
    

Required Skills

• Client-focused mindset with a positive, service-oriented attitude
• Strong problem-solving skills and curiosity about emerging AI tools and workflows
• Comfort testing evolving AI tools as an early adopter and providing specific, actionable feedback
• Strong organization and time-management skills, with the ability to balance client cases and AI testing responsibilities
• Excellent written and verbal communication skills
• Ability to assess the business impact of technical issues and solutions
• Ability to contribute to a collaborative, supportive team environment
• Strong attention to detail when validating AI-suggested resolutions before implementation
• Basic understanding of how AI tools generate responses and where technician review is required
• Ability to document processes, outcomes, and AI tool feedback clearly
• Ability to explain complex technical concepts in simple terms for non-technical users
• Familiarity with Office 365 and Exchange Online administration
• Ability to navigate and administer Active Directory
• Working knowledge of Windows file shares, including SMB/CIFS
• Solid troubleshooting fundamentals across Microsoft desktop and server operating systems and common applications
• Basic networking troubleshooting fundamentals, including Wi-Fi, VPN, and DNS/DHCP connectivity issues
  
  

Required language skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
  
  

Nice to Have

• Familiarity with Hyper-V or VMware consoles
• Intermediate knowledge of at least one cloud platform console
• Experience with software deployments
• Familiarity with VOIP phone support
• Prior exposure to prompt engineering, chatbot tuning, or AI-assisted workflows in any professional context
• Awareness of data privacy and security best practices when using AI tools with client data
• Basic scripting or automation exposure (e.g., PowerShell, Python)
  
  

Experience / Education

• 1–2 years of IT help desk experience required
• Associate’s or Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline preferred
• Desired certifications: CompTIA A+, Network+, Security+

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family

• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)

• Group Term Life and Accidental Death and Dismemberment coverage (company provided)

• Short-Term (voluntary enrollment) 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

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

• Dynamic Recognition and Rewards

• Clear Promotion and Advancement Tracks

• Work with Industry-Leading Talent
  

The expected base pay range for this position, based in the DC market, is $45,000 to $60,000 per year. The selected candidate will receive a one-time $5,000 sign-on bonus. This bonus reflects the unique opportunity to participate in a pilot role and contribute feedback that will help shape the future structure of the position. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

FLSA Status: Salaried, Non-Exempt

Work Authorization Criteria
We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Workspace Requirements and Remote Work Policy
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 9/21/26.