What are the responsibilities and job description for the Service Desk Technician I position at Ntiva Branding?
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
The position of Service Desk Technician I is a critical functional role within the User Services Group. This position handles all support requests made to the Service Desk for our client base. Requirements also include providing support for the organization.
Location and Work Expectations
- This is an on-site position based in our Tampa, FL office.
- Monday - Friday with 8 hours shifts between 7:00am and 7:00pm EST.
- This role also includes participation in a rotating on-call schedule that includes weekends.
What you will be doing
- Responsible for creating, tracking, and maintaining customer service requests (tickets) within our PSA system.
- Provide technical support hardware, software, network and application problem resolution to our clients via phone call, email and chat.
- Provide excellent customer service to our clients via phone call, email and chat.
- Work with other IT associates and vendors in resolving issues related to software or hardware.
- Maintain department-approved training, mentoring, and certification per company standards.
- Perform other tasks and duties as assigned by Service Desk Manager.
You’ll be successful in this role if you have
- Strong written & verbal communication skills.
- Robust system and network documentation skills.
- One or more of the following: CompTIA A , CompTIA Network , MS-900 or above (strongly preferred)
- Must be willing to work in a robust team environment.
- Must be able to work independently and complete work within specified deadlines.
- Excellent problem solving, debugging, and troubleshooting skills.
- Strong analytical and organizational skills are imperative, with demonstrated capability for problem determination and resolution.
- Must be able to effectively handle multiple projects simultaneously and properly prioritize client issues and needs.
- Professionalism, attention to detail, and a positive, customer-focused attitude are imperative.
- Strong aptitude and the ability to pick up new technologies quickly, adapting to the changing market.
Bonus points for
- Bilingual fluency in English and Spanish is strongly preferred.
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
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
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.