Remote Service Desk Tech III — Escalation Expert (DC/MD/VA)

Ntiva, Inc.; Washington (District of Columbia); Remote; USD 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Medical, Dental, Vision

401(k) eligibility

PTO + Holidays

Education Reimbursement

Zusammenfassung

Ntiva, Inc. is seeking a Service Desk Technician III for a remote role with on-site DC/MD/VA travel as needed. You will manage elevated tickets from Tier 2/3, maintain ticket records, and perform upgrades while ensuring SLAs are met.

Strong communication and a customer-focused approach are essential. Ideal candidates will have 3–5 years in IT support, hands-on experience with Microsoft environments, networking basics, and endpoint security.

Qualifikationen

• 3–5 years IT experience with Tier 2/3 support responsibilities.
• Experience supporting Microsoft environments (Windows Desktop/Server, AD, DNS, DHCP).
• Experience with Microsoft 365, Exchange, Google Workspace and related security technologies.
• Networking knowledge including firewalls, switches, WAPs, VPNs, NAT/PAT, routing.
• Endpoint management and security including software deployment and device hardening.
• Storage/infrastructure concepts (RAID, NAS, SAN) and SSL certificates.
• Cross‑platform support including macOS.
• Ability to document processes and SOPs clearly.

Aufgaben

• Manage and resolve elevated tickets from Tier 2 or 3, ensuring timely resolution.
• Maintain accurate ticket records in service management software.
• Perform software upgrades and address system gaps.
• Identify infrastructure improvements and security concerns.
• Coach and mentor team members to enhance performance.
• Assist with additional duties to meet team goals.
• Update configurations on client infrastructure, including network devices and DNS.

Kenntnisse

Tier 2 support

Microsoft 365 & Exchange

VMware ESXi / Hyper-V / Azure

Networking fundamentals

Endpoint management & security

Documentation & SOPs

English communication

Ausbildung

Bachelor’s Degree in related IT field

Experience with MSP environment

Tools

Active Directory

DNS/DHCP

Group Policy

Azure management console

Jobbeschreibung

Ntiva, Inc. is seeking a Service Desk Technician III for a remote role with on-site DC/MD/VA travel as needed. You will manage elevated tickets from Tier 2/3, maintain ticket records, and perform upgrades while ensuring SLAs are met.

Strong communication and a customer-focused approach are essential. Ideal candidates will have 3–5 years in IT support, hands-on experience with Microsoft environments, networking basics, and endpoint security.