[Hiring] Service Desk Technician II @Ntiva, Inc.

Role Description

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.

• Resolve workstation, server, and network-related tickets.
• Manage advanced systems troubleshooting.
• Complete assigned project tasks.
• Escalate issues to the Director of Operations when necessary.
• Act as a key escalation point for Level 3 team leads.
• Adapt tools, procedures, and techniques to meet unique client needs.
• Establish new procedures within functional areas.
• Plan and execute assigned tasks with sound judgment.

Qualifications

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

Requirements

• 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

• Medical, Dental and Vision coverage for employee and family.
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period!
• Group Term Life and Accidental Death and Dismemberment coverage (company provided).
• Short-Term 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.