Remote Service Desk Tech III | Escalations & Mentoring

Ntiva, Inc.; Annapolis (MD); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

Education Reimbursement Program

PTO + Holidays

401(k) eligibility

Long‑Term Disability

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III to manage escalated tickets, resolve complex issues, and maintain clear communication while meeting Service Level Objectives in a fast-paced MSP environment.

This remote role requires residency in DC, Maryland, or Virginia with occasional travel. Schedule is Monday–Friday, 8:00am–5:00pm EST, and duties include Windows/Desktop/Server administration, 365/Exchange support, networking basics, and thorough SOP documentation.

Qualifications

• 3–5 years IT experience with Tier 2/3 support
• Experience in Microsoft environments incl. Windows Desktop/Server
• Experience with collaboration/email platforms (Microsoft 365, Exchange, Google Workspace)
• Networking knowledge (firewalls, switches, VPNs)
• Endpoint management and security experience
• Storage concepts (RAID, NAS, SAN)
• Cross‑platform support (macOS)
• Strong documentation skills
• Able to work in a fast-paced environment

Responsibilities

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

Skills

Tier 3 support

Windows & Server

Microsoft 365

Active Directory

DNS/DHCP

Networking basics

Troubleshooting

Documentation

SOPs

Education

Bachelor's degree in CS or related

Tools

Microsoft 365

VMware/Azure

Group Policy

Job description

Ntiva, Inc. is seeking a Service Desk Technician III to manage escalated tickets, resolve complex issues, and maintain clear communication while meeting Service Level Objectives in a fast-paced MSP environment.

This remote role requires residency in DC, Maryland, or Virginia with occasional travel. Schedule is Monday–Friday, 8:00am–5:00pm EST, and duties include Windows/Desktop/Server administration, 365/Exchange support, networking basics, and thorough SOP documentation.