Remote Senior Service Desk Technician

Ntiva, Inc.; Annapolis (MD); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401k with company match

Life Insurance and Disability coverage

Paid Time Off and Holidays

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III to manage elevated support tickets, perform advanced troubleshooting, and coordinate with clients across the US.

The role emphasizes rapid response, thorough documentation, and proactive problem solving in a dynamic, remote-friendly environment. Candidates should have 3–5 years of IT experience, strong Microsoft ecosystem skills, and hands-on virtualization/cloud exposure.

Qualifications

• 3–5 years of overall IT experience with 1–3 years in Tier 2 support
• Experience supporting Microsoft environments (Windows, Active Directory, DNS, DHCP)
• Hands-on with virtualization and cloud platforms (VMware ESXi, Hyper-V, Azure)
• Experience with collaboration/email platforms (Microsoft 365, Exchange, Google Workspace)
• Strong diagnostic and escalation skills; clear documentation of processes

Responsibilities

• Manage and resolve elevated client service tickets from Tier 2 or Tier 3
• Maintain accurate ticket records using ConnectWise Manage
• Troubleshoot complex issues and perform root-cause analysis
• Perform software upgrades and address config gaps
• Update client documentation and SOPs
• Identify infrastructure improvements and security concerns
• Mentor teammates to enhance performance
• Ensure security/compliance best practices are followed
• Make configuration updates to client infrastructure

Skills

IT troubleshooting

Customer service

Documentation

Time management

Team collaboration

Education

Bachelor’s Degree in CS/IS/Engineering

Tools

ConnectWise Manage

Microsoft 365

Microsoft Exchange

Google Workspace

Azure

VMware ESXi

Hyper-V

Job description

Ntiva, Inc. is seeking a Service Desk Technician III to manage elevated support tickets, perform advanced troubleshooting, and coordinate with clients across the US.

The role emphasizes rapid response, thorough documentation, and proactive problem solving in a dynamic, remote-friendly environment. Candidates should have 3–5 years of IT experience, strong Microsoft ecosystem skills, and hands-on virtualization/cloud exposure.