Exploring the Success of Ntiva's Service Desk Academy

A Hands-On Approach to Learning

The Ntiva Service Desk Academy has become a cornerstone in bridging the gap between academic learning and real-world IT experience for students in West Virginia.

Established through partnerships with local colleges such as West Virginia University at Parkersburg (WVU-P) and Mountwest Community and Technical College, these academies provide a structured pathway for students to transition seamlessly into the IT industry.

Brandon Roberts, Director of Remote Operations, elaborated on the immersive experience the program offers. "We take students in their second year of an associate's degree program, ideally those graduating within the next 6 to 8 months," Roberts explained. "These students work about 25 hours a week, allowing them to balance their studies with practical, on-the-job training."

The training process is rigorous, simulating the demands of a full-time IT role. Interns handle real tickets and gain firsthand experience in troubleshooting and problem-solving, closely mirroring the responsibilities they would undertake as full-time employees. This preparation ensures that once they graduate, they are well-equipped to step into a full-time position with Ntiva or other IT firms.

Remarkable Retention and Community Impact

Since its inception in 2018, the Service Desk Academy's have hired 22 individuals, all of whom are still with the company. This impressive retention rate underscores the program's effectiveness in not only training but also retaining talent. Roberts highlighted a significant community impact: "All of these individuals still live in the community. They didn't have to relocate to larger cities to find employment. This has a profound economic impact as they continue to contribute to their local economies."

Selection and Training Process

The selection process for interns has evolved over the years. Initially, the program accepted all interested students, but now it follows a competitive interview process. "We receive resumes and conduct interviews, ensuring we bring in the best candidates," Roberts noted. This selective approach guarantees that only the most capable and motivated students join the program, enhancing the quality of training and future job performance. 

Interns undergo the same training as regular Ntiva employees, benefiting from a low manager-to-intern ratio that allows for more personalized guidance and mentorship. Although the program doesn't offer additional certifications, it encourages interns to pursue them independently, recognizing the balance between part-time work and full-time studies.

Future Growth and Expansion

The success of the Service Desk Academy has laid the groundwork for future expansion. Roberts shared plans to extend the program beyond the current service desk focus. "We are looking into other areas such as cybersecurity, marketing, and accounting," he revealed. "There are long-term plans to continue expanding this program, leveraging state grants to diversify and grow."

This forward-thinking approach aligns with Ntiva's core mission of investing in local communities and creating meaningful job opportunities. As the program grows, it continues to pave the way for students to achieve their career goals while contributing to the technological advancement of their regions.

A Journey from Intern to Technician

Keith Smith, a recent graduate of the program who now works as a Tier 1 technician at Ntiva, described his journey. "I first realized the potential of Ntiva when I saw the Academy being promoted at WVU-P. It was incredibly convenient to have the office within the same facility where I attended classes. This setup allowed me to seamlessly integrate my academic and professional lives."

The Academy provided a hands-on view of real-world IT operations. "I learned a lot about different concepts and how they are applied in practice, which was crucial for my development," said Smith. He emphasized the unique opportunities available through the Academy, especially given the limited availability of high-paying jobs in his region. "In West Virginia, high-paying jobs are scarce, so the chance to work at Ntiva, even at an entry-level position, was a significant step up from typical minimum wage jobs. The internship provided growth opportunities that I wouldn't have found elsewhere."

Smith's future plans include progressing to Tier 2 and then Tier 3 technician roles, eventually aiming for a management position. "The experience and skills I'm gaining here are invaluable for my career goals."

Empowering Future IT Leaders

The Ntiva Service Desk Academy exemplifies how strategic partnerships between educational institutions and industry leaders can create robust career pathways for students. By providing hands-on experience and fostering local talent, Ntiva is not only addressing the immediate needs of the IT industry, but also making a lasting impact on the communities it serves.

Visit WVU-Parkersburg for more information on the Ntiva Service Desk Academy.