Remote Service Desk Technician III — Complex Issue Resolver

Ntiva, Inc.; Virginia Beach (VA); Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

HSA Options

PTO + Holidays

Education Reimbursement

Volunteer time off

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III to manage elevated tickets, deliver timely resolutions, and maintain customer-focused communication. This remote role requires availability in DC, Maryland, or Virginia and adherence to a Monday–Friday 8:00am–5:00pm EST schedule.

The position emphasizes security, infrastructure improvements, and strong collaboration with the team. The candidate will support Microsoft environments, virtualization, cloud platforms, and cross‑platform

Qualifications

• Experience in IT support and escalation-level troubleshooting.
• Strong knowledge of Windows Server/Desktop and AD, DNS, DHCP.
• Experience with Microsoft 365, Exchange and Google Workspace.

Responsibilities

• Manage and resolve elevated client service tickets from Tier 2 or Tier 3.
• Document tickets and perform root-cause analysis to implement long-term solutions.
• Perform software upgrades and address system gaps or configuration challenges.
• Identify infrastructure improvements, performance optimizations, and security concerns.
• Coach and mentor team members to improve performance and development.
• Assist with additional duties to support team goals and business objectives.
• Make configuration updates to client infrastructure, including network devices and DNS records.

Skills

IT support

Windows Admin

Active Directory

Networking basics

Documentation

English proficiency

Education

Bachelor's Degree

Tools

VMware ESXi

Hyper-V

Azure

Microsoft 365

Job description

Ntiva, Inc. is seeking a Service Desk Technician III to manage elevated tickets, deliver timely resolutions, and maintain customer-focused communication. This remote role requires availability in DC, Maryland, or Virginia and adherence to a Monday–Friday 8:00am–5:00pm EST schedule.

The position emphasizes security, infrastructure improvements, and strong collaboration with the team. The candidate will support Microsoft environments, virtualization, cloud platforms, and cross‑platform