Remote Support Technician (MSP company)

McLean, VA
Mar 25, 2017
Jobs Outside Higher Education
Software & Technology
Institution Type
Outside Academe

Job Description

Ntiva, Inc. is one of the fastest growing, dynamic IT companies in the DC area, and we were recently voted the #1 "Best Place to Work in Washington" of mid-sized companies by the Washington Business Journal. With seven other past "best places" awards, we are grateful for the team who has helped build that reputation and are looking to continue to build upon that tradition. If you love IT, helping clients thrive, and staying on top of new technology - this could be a perfect fit for you.

Ntiva is currently searching for rockstars who are motivated by the rush of helping people and organizations achieve success, empowered by the role of Ntiva Remote Support Technician. If you are a highly motivated individual with the ability to communicate effectively with clients and technicians and possess strong IT knowledge, this position may be a great opportunity for you! Ntiva Remote Support Technicians actively drive and manage the technology evaluation stage of the sales process, provide technical leadership for both the sales and project management team, and are seen as a true champion for our clients' technical success and an advocate for Ntiva's products and services.

  • Provide remote technical support and resolve problems to the end user's satisfaction
  • Monitor service desk for tickets assigned to the queue and process as assigned
  • Determine source of errors by reviewing procedures and actions taken by user(s)
  • Execute installations and setups; resolve error messages; evaluate application use; provide minimal server support work
  • Provide training and user support by answering questions, interpreting operating instructions, and providing references
  • Instruct users to perform diagnostic procedures
  • Communicate and document technological solutions
  • Share client feedback with relevant Ntiva teams and team members and collaborate to ensure above expectation results
  • Accept and route incoming phone calls and requests from clients and staff as needed
  • Exemplify teamwork in a highly visible, fast paced environment, with minimal supervision and act as an escalation point within the team
  • Maintain a flexible schedule - some after-hours work will be required
  • Other duties as assigned

  • Client Service/People Oriented (understands human nature, manages difficult or emotional situations, responsive to client needs, honors commitments, motivated to build relationships and solve problems, projects a positive attitude)
  • Communication Superstar (engages others, appropriately sets expectations, actively listens to and assesses requests, seeks information not freely provided, shares updates clearly and concisely, organizes details and documents information effectively, ability to translate technical language to non-technical language, masters both written and verbal communication in their many forms)
  • Perseverance (takes initiative, serves clients with energy and drive, sees all actions to closure - especially in the face of resistance or setbacks, assertive without being aggressive, desires results)
  • High Adaptability (excels in multiple hardware and software environments, communicates effectively with others to advance common goals in a highly dynamic environment, multi-tasks with ease and knows when to single task for best results, prioritizes well)
  • Attention to Detail (notices what others seem to miss, organized and consistently executes tasks effectively and efficiently, keeps up to date on best practices and shares openly with teammates and colleagues)

Preferred Experience
  • 2 + years of related IT help desk support
  • Experience with Microsoft Active Directory, Microsoft Exchange, Microsoft Server Operating System, SQL, Desktop PC applications and Windows Network Applications
  • Experience with Hyper-V
  • Intermediate knowledge of IP addressing, DNS and DHCP
  • Working knowledge of TCP/IP and standard networking protocols
  • Preferred Certifications: MCP, MCSA, A+

Education and Certification Requirements
  • Bachelor's or Associate's Degree in Computer Science, Information Systems, or other related discipline

Note: The following exceptions to take place of minimum education requirements will be considered and determined by Ntiva, Inc.: experience; skills; training; certification; quality of experience; national recognition; exceptional GPA


Compensation based on experience. Health, dental, and retirement are available to qualifying applicants.

McLean, VA


Fri, 24 Mar 2017 12:18:43 PDT