Remote Service Desk Tech III - Advanced IT & Security

Ntiva, Inc.; Yorktown (VA); A distancia; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, Dental, Vision

401(k) plan

PTO + Holidays

Descripción de la vacante

Ntiva, a leading Managed Services Provider, is seeking a Service Desk Technician III to manage escalated tickets and deliver high‑quality support with clear communication. The role requires hands‑on work with Microsoft environments, virtualization, networking, and security, and offers remote work with infrequent travel for candidates located in DC, Maryland, or Virginia.

You will maintain accurate ticket records, perform system upgrades, and mentor peers while aligning with SLOs.

Formación

• 3–5 years IT experience; 1–3 years in Tier 2 support
• Experience supporting Microsoft environments (Windows Desktop/Server, AD, DNS, DHCP)
• Hands-on with Microsoft 365, Exchange, Google Workspace and security tech; virtualization/cloud (VMware ESXi, Hyper‑V, Azure)
• Knowledge of networks: firewalls, switches, WAPs, VoIP, VPNs, NAT/PAT
• Experience with endpoint management and security (deployments, hardening, mobile support)
• Storage concepts: RAID, NAS, SAN, SSL certs
• Cross‑platform support including macOS
• Clear documentation of processes and SOPs
• Ability to work in a fast-paced environment and communicate with customers

Responsabilidades

• Manage and resolve elevated tickets from Tier 2 to Tier 3
• Maintain ticket records with service management software
• Perform software upgrades and address configuration gaps
• Suggest infrastructure improvements and security concerns
• Coach and mentor team members
• Assist with additional duties to support goals
• Make configuration updates to client infrastructure and DNS records

Conocimientos

Tier 2 support

Microsoft environments

Microsoft 365 / Exchange

Networking

Endpoint management

Storage concepts

macOS support

Documentation / SOPs

English communication

Educación

Bachelor's Degree in CS/IS/Engineering

Herramientas

VMware ESXi

Hyper-V

Azure

Microsoft 365

Descripción del empleo

Ntiva, a leading Managed Services Provider, is seeking a Service Desk Technician III to manage escalated tickets and deliver high‑quality support with clear communication. The role requires hands‑on work with Microsoft environments, virtualization, networking, and security, and offers remote work with infrequent travel for candidates located in DC, Maryland, or Virginia.

You will maintain accurate ticket records, perform system upgrades, and mentor peers while aligning with SLOs.