Job Description

Description :
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.
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

What you will be doing
Client Service

• 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 Service and Support Functions

• 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

Documentation, Reporting and SLA's

• 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

Professional Development

• Routinely take self-paced training in technologies relevant to the team
• Obtain industry certifications on a consistent basis
• Sustain knowledge regarding evolving industry specific technologies and work with the Team Lead and vendors to maintain proficiency in support procedures

Administrative

• Enter all notes and time worked on the appropriate service ticket
• Enter time worked on each ticket daily
• Submit time sheets on a weekly basis, due by Saturdays at 12P

You'll be successful in this role if you have

• A minimum of 1-3 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

Required language skills

• Possess exceptional written, oral, and interpersonal skills
• Focus on the ability to listen actively and use deductive reasoning

• 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

Physical Demands

• Regularly required to use hands to operate computer keyboard and telephone
• Prolonged periods sitting at a desk and working on a computer
• Moderately required to stand
• Occasionally needs to lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

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 $45,000 and $65,000 per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. 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 11/28/25.

Skills Required