Service Desk Technician - Tier 1

| Tampa, FL, USA | Hybrid
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About the Role
We are searching for a Tier 1 Service Desk Technician to support our growing IT organization. You will join our team supporting NinjaOne's expanding employee population with timely and accurate IT troubleshooting. Use your IT expertise of computer hardware, software, and network troubleshooting to identify and diagnose day to day concerns. Triaging requests as they come, you will have a team of specialists for you to escalate problem spots. You are the go-to professional offering our end-user's assistance and training enabling your stakeholders a smooth and successful technology experience.
Location - On-Site at our Tampa, FL office
What You'll be Doing

  • Manage Tier 1 service desk ticket queues including:
  • Ticket triage
  • Ensuring tickets are properly diagnosed and resolved within our SLA
  • Contribute to updating internal knowledge base articles
  • Ensure processes and procedures are always followed to maintain policy compliance
  • Prioritize tickets based on core concepts: such as number of users affected and business impact
  • Collaborate with other Service Desk team members to continuously improve processes and procedure by providing feedback to Service Desk team leads.
  • Maintain our hardware and software inventory and are responsible to place procurement requests when inventory is low.
  • Ensure access requests have proper approval prior to granting permissions.
  • Support escalation team with tasks linked to projects/KTLO service desk.
  • Other duties as needed.


About You

  • Familiarity with ticketing systems such as, but not limited to: Fresh Service, Jira Service Desk, or Service Now.
  • Experience supporting remote workforce and remote troubleshooting using RMM or other tools, International remote support is a plus
  • Excellent time management/organizational skills are a must
  • Polished verbal and written communication skills
  • Familiarity with major operating systems such as Windows, Mac, Linux (emphasis on Windows and Mac)
  • Working knowledge of Microsoft Office 365 suite
  • Experience working with Active Directory is a plus
  • Experience with CMD/PowerShell commands and/or basic knowledge of other scripting languages
  • Basic hardware troubleshooting/repair; ability to disassemble/reassemble desktop/laptops
  • Basic knowledge of device/software security best practices


About Us
NinjaOne automates the hardest parts of IT, empowering more than 17,000 IT teams with visibility, security, and control over all endpoints. The NinjaOne platform is proven to increase productivity, while reducing risk and IT costs. NinjaOne is consistently ranked #1 for its world-class support and is the top-rated software on G2 in seven categories including endpoint management, remote monitoring and management, and patch management.
What You'll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
#LI-SP1
#BI-HYBRID

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • CircleCIFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail
    • PardotLead Gen
    • SalesLoftLead Gen
    • ZoomInfoLead Gen

An Insider's view of NinjaOne

What’s the vibe like in the office?

It’s laid-back, caring, and motivating! I always look forward to the days when I work in-office because I get to collaborate with, learn from, and have fun with my team. With a team of incredibly talented, open, and encouraging individuals around you, it’s hard to leave the office without feeling a little inspired!

Marissa

Marketing Coordinator

What does your typical day look like?

My responsibility is empowering our staff and ensuring our customers are being heard and valued. This translates into providing the tools our staff need to succeed through global training and raising ideas from customers for consideration in future enhancements. This touches every team, and the daily interaction is what I love most about my role.

Michael

VP of Global Support

How has your career grown since starting at the company?

When I joined Ninja, I was accustomed to very linear tracks of growth. Once here, I was shown growth doesn't just mean a promotion or new title, but also impactful experiences and collaboration that contribute to your career's story. Growth is not an event at Ninja; it's a daily evolution from working with a team that is constantly innovating.

Cameron

Support Escalations Manager

How do you make yourself accessible to the rest of the team?

Transparency and openness are at our cultural core. I meet with every new hire to emphasize their voice is vital to our growth and success! We use feedback to actually make changes to ensure NinjaOne continues to be a world class place to work. I’m here to help our employees succeed now and grow them for future career opportunities.

Dean

Chief Revenue Officer

What are some things you learned at the company?

I came to Ninja with a passion for training and development, but my practical knowledge was limited to physical, face-to-face settings. I have enjoyed learning how to take my original strategies for developing in-person learning programs and translating them into mediums that are globally accessible.

Lindsay

Training and Development Manager

What are NinjaOne Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
President's club
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Highly diverse management team
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
NinjaOne offers short and long term disability options for employees at their choosing.
Dental insurance
Ninja offers two different dental plans depending on your needs. Both plans cover 100% of the cost of preventative care including x-rays.
Vision insurance
Ninja's vision insurance provides 100% coverage for annual exams, and lenses after a $15 copay. Frames and contact lenses are covered up to $150.
Health insurance
Ninja offers different plan options for our employees depending on their needs, both providing comprehensive coverage. We sponsor 80% of all employee premiums.
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Child Care & Parental Leave
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Company-sponsored outings
Free daily meals
NinjaOne provides catered lunches on Mondays, Tuesdays and Thursdays
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Mother's room
Onsite gym
Professional Development
Job training & conferences
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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