Remote Service Desk Lead Technician

Ntiva, Inc.; Virginia; Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

Paid Time Off (PTO) + Holidays

Education Reimbursement Program

Employee Referral Program

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III for a remote role focused on resolving elevated tickets with strong communication and documentation. You will work within a fast-paced MSP environment, providing Tier 2/3 support, upgrades, and security-focused guidance. Travel is infrequent and candidates must be located in DC, MD, or VA.

Schedule: Monday–Friday, 8:00am–5:00pm EST. Join a team committed to proactive client support and professional growth.

Qualifications

• 3–5 years IT experience including 1–3 years in a Tier 2 support role.
• Experience with Microsoft environments (Windows Desktop/Server, AD, DNS, DHCP, NPS, Print Management).
• Experience with collaboration/email platforms: Microsoft 365, Exchange, Google Workspace; virtualization/cloud platforms (VMware ESXi, Hyper-V, Azure).
• Networking knowledge: firewalls, switches, WAPs, VPNs, NAT/PAT, routing concepts.
• Endpoint management and security: deployments, device hardening, mobile support (iOS/Android).
• Storage concepts: RAID, NAS, SAN, SSL certs.
• Cross‑platform support including macOS.
• Ability to document SOPs clearly and update existing docs.
• Role involves long periods of sitting/standing.

Responsibilities

• Manage and resolve elevated tickets from Tier 2 or 3, ensuring timely resolution or escalation.
• Maintain accurate ticket records using service management software.
• Perform software upgrades and address configuration gaps.
• Identify infrastructure improvements, performance optimizations, and security concerns.
• Coach Ntiva teammates to enhance performance and development.
• Assist with additional duties to support team goals.
• Make configuration updates to client infrastructure, including DNS and network devices.

Skills

Customer service mindset

Strong communication

Troubleshooting

Escalation handling

Multitasking

Documentation of procedures

Education

Bachelor's Degree in Computer Science or related field

Experience working for an MSP

Tools

Microsoft 365

Microsoft Exchange

Google Workspace

VMware ESXi

Hyper-V

Azure

Job description

Ntiva, Inc. is seeking a Service Desk Technician III for a remote role focused on resolving elevated tickets with strong communication and documentation. You will work within a fast-paced MSP environment, providing Tier 2/3 support, upgrades, and security-focused guidance. Travel is infrequent and candidates must be located in DC, MD, or VA.

Schedule: Monday–Friday, 8:00am–5:00pm EST. Join a team committed to proactive client support and professional growth.