Service Desk Technician II

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!

As a Service Desk Technician II within the Dental Division, you'll be a vital member of our team providing top-tier support to clients. This client-facing role involves regular interaction via phone, email, and remote assistance tools, requiring excellent communication skills and a focus on delivering outstanding client service. Your primary responsibilities include resolving workstation, server, and network-related tickets, managing advanced systems troubleshooting, and completing assigned project tasks.

You will elevate issues to the Director of Operations when necessary, ensuring that more complex challenges are handled swiftly and efficiently. You will also act as a key escalation point for Level 3 team leads, helping to manage client expectations and ensuring seamless support during the escalation process. This position requires the application of a wide range of specialized skills, frequently adapting tools, procedures, and techniques to meet the unique needs of our clients.

As an escalation engineer, your role demands originality and ingenuity in establishing new procedures within functional areas. Your experience and sound judgment will be essential in planning and executing assigned tasks.

• 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. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).
• Monday – Friday, 7am – 4pm CST

• Maintain a strong focus on providing excellent customer service.
• Provide responsive client service via phone, email, and in person interactions.
• Answer internal and external client/vendor calls quickly and pleasantly.
• Communicate in a friendly, professional and patient manner.
• Perform all duties with the goal of building and maintaining long-term client/vendor relationships.
• Maintain exceptional client service; understanding client satisfaction and perception is key to a successful relationship with clients.

• IT support services for clients’ infrastructure, including clients’ core business applications.
• Acquire specific knowledge of the client and how IT relates to their business.
• Develop in-depth knowledge of the service offerings and how they relate to clients’ needs.
• Participate in projects by performing assigned duties.
• Perform other related technical duties as assigned.

• Identify clients’ needs and report to Director of Operations/Team Lead.
• Update documentation for client configurations or processes.
• Communicate managed services installation and maintenance with Centralized Services (CS).
• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages.
• Utilize active listening and client‑care skills in identifying potential concerns.
• Report client concerns or complaints to Director of Operations & Team Lead, and manage urgent requests and escalations with patience and empathy.
• Answer internal and external communications timely and professionally.
• Contact client within 2 business…