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!
How you’ll make an Impact
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 escalate 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.
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. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).

Monday-Friday, 10am-7pm CST

This role also includes participation in a rotating on-call schedule.

What you will be doing

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 days for tickets in Follow Up status unless issue requires further delay as notated on the ticket

Close tickets within 5 business days unless issue requires further delay as notated on the ticket

You'll be successful in this role if you have

A minimum of 4 years of recent Dental-related IT experience in a Technical Support environment

Dental Hardware Experience:
Intraoral Cameras

Intraoral Sensors

Intraoral Scanners

Extraoral Sensors (CBCT / Pano / Ceph)

Vitals Monitors

Proven experience with Windows workstation repair, maintenance, diagnosing and troubleshooting hardware and operating system related issues

Strong documentation skills, including documentation of security incidents, end user training and new hardware deployment

Proficiency in configuring & troubleshooting network settings on workstations and network devices such as modems, firewalls, and managed switches

Proficiency in Hypervisor & virtual desktop client support

Proficiency in Office 365 account and client support

Proficiency with Exchange mailbox administration

Proficiency with Server backup monitoring and maintenance

Proficiency in wireless connectivity for mobile devices and workstations

Proficiency with Mobile device support – smartphones, tablets and laptops

Proficiency with Active Directory account creation and management

Proficiency with Network drive and printer mappings

Ability to diagnose network connectivity issues for workstations and servers

Ability to communicate and work effectively with end users over the phone and on-site

Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients

Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues

Critical thinking and problem-solving skills

Strong attention to detail and organizational skills

Past experience and desire to work as a part of a team

This role involves extended periods of sitting or standing and regular use of computers and office equipment

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

Bonus points for

Bachelor’s degree preferred in IT, IS, CS, or another technical discipline

CompTIA certifications preferred

Microsoft Technology Associate (MTA) preferred

Fortinet Certification (preferred, required if offered a position)

2 years of recent leadership positions or relevant experience

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 base pay range for this position is expected to be between $49,000.00 and $70,000.00 per year. 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.
Originally posted on Himalayas