Remote Service Desk Technician III – Escalated Support

Ntiva, Inc.; Leawood (KS); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical coverage

Dental & Vision

401k match

Disability coverage

HSA option

Education reimbursement

Referral program

Promotions tracks

Growth opportunities

Job summary

Ntiva is seeking a Service Desk Technician III to manage elevated tickets, maintain thorough documentation, and support customers from a remote-capable position aligned with our Kansas City area operations. You will resolve complex issues, perform root-cause analysis, and implement lasting improvements.

The ideal candidate has 3–5 years IT experience, strong Microsoft environment skills, and a customer-first mindset. Occasional travel may be required based on client needs.

Qualifications

• 3–5 years IT experience, including 1–3 years in Tier 2 support
• Experience with Windows Desktop/Server, Active Directory, DNS, DHCP, and group policy
• Hands-on with Microsoft 365, Exchange, Google Workspace, and email security technologies
• Experience with virtualization and cloud platforms (VMware ESXi, Hyper‑V, Azure) and at least one major cloud console

Responsibilities

• Manage and resolve elevated client tickets from Tier 2 or 3
• Maintain accurate ticket records in service management software
• Troubleshoot complex issues and perform root-cause analysis
• Perform software upgrades and address configuration gaps
• Update and maintain client documentation
• Identify infrastructure improvements and security concerns
• Coach and mentor Ntivians to enhance performance
• Ensure compliance with security and operational standards
• Assist with additional duties to support team goals
• Make configuration updates to client infrastructure, including DNS records

Skills

IT support

Windows Server

Active Directory

Networking

VMware/Hyper-V

Microsoft 365

Security concepts

Documentation

Education

Bachelor’s degree

Tools

ConnectWise Manage

Job description

Ntiva is seeking a Service Desk Technician III to manage elevated tickets, maintain thorough documentation, and support customers from a remote-capable position aligned with our Kansas City area operations. You will resolve complex issues, perform root-cause analysis, and implement lasting improvements.

The ideal candidate has 3–5 years IT experience, strong Microsoft environment skills, and a customer-first mindset. Occasional travel may be required based on client needs.