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!
There is no application deadline for this role. This is an Evergreen job posting, meaning we accept applications on an ongoing basis and regularly review candidates as positions become available.

REQUIRED KNOWLEDGE AND EXPERIENCE

• 2-3 years of Help Desk experience
• Proficient in supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications
• Solid knowledge of Microsoft 365, Google Workspace, Microsoft Exchange, and related email technologies including spam filters
• Familiarity
• Intermediate knowledge of at least one cloud platform and its console
• Experience with software deployments
• Familiar with network hardware, including Firewalls, Managed Switches, and WAPs
• Familiarity with RAID, NAS, and SAN concepts
• Familiarity with Apple macOS
• Familiarity with VOIP phone support
• iOS and Android experience
• Experience generating vendor access accounts while adhering to industry security best practices
• Ability troubleshoot and resolve issues with secure remote access methods
• Proficient in creating limited domain user accounts and delegating local server administration as needed
• Knowledge of auditing and implementing “need to know” access control and permissions
• Experience with managing shared drive permissions and optimizing the use of security groups (e.g., avoiding the default Domain Users group)
• Experienced in optimizing, applying, and filtering group policies via item-level filtering and security groups
• Familiarity with security tools and best practices for securing client infrastructure
• Strong problem-solving skills with the ability to diagnose and resolve technical issues quickly
• Capable of providing escalation support and identifying imminent system failures for timely escalation
• Ability to identify misconfigured services or applications and escalate appropriately
• Ability to document technical processes and solutions clearly
• Proficient in reviewing, refining, and creating Standard Operating Procedures (SOPs)

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

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.

WHAT YOU WILL BE DOING

• Manage client service tickets, ensuring timely resolution or proper escalation
• Maintain accurate ticket records using service management software (e.g., ConnectWise Manage)
• Troubleshoot and resolve client issues, conducting root-cause analysis for recurring problems
• Perform software upgrades and address system gaps or process issues
• Create, update and maintain accurate client documentation
• Identify and communicate infrastructure improvements and security concerns
• Coach and mentor to enhance performance and support professional development
• Adhere to industry best practices and ensure compliance with security and operational standards
• Assist with additional duties to support team goals

YOU’LL BE SUCCESSFUL IN THIS ROLE IF YOU HAVE EXPERIENCE IN/WITH

• Strong problem-solving capabilities
• Strong organizational and time-management skills, with the ability to manage multiple cases of varying difficulty from multiple clients
• Strong attention to detail and accuracy
• Excellent communication skills
• Ability to understand the business impact of technical problems and solutions
• Ability to foster a supportive and collaborative environment
• Ability to translate complex technical concepts into simple, easy-to-understand language for non-technical end users