Remote Service Desk Technician III — Senior IT Support

Ntiva, Inc.; Washington (District of Columbia); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401k + company‑matched contributions

Life insurance

Short‑Term and Long‑Term Disability

HSA / PPO options

Education reimbursement

Paid Time Off and Holidays

Employee referral program

Promotion and advancement tracks

Remote work policy

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III to manage and resolve elevated client tickets, focusing on complex issues and proactive resolutions. The role emphasizes strong communication, documentation, and adherence to security standards in a remote setting across DC/MD/VA regions.

You will support Microsoft environments, virtualization, networking, and endpoint security while mentoring teammates and maintaining high service levels. The position offers remote work with occasional travel.

Qualifications

• 3–5 years of IT experience with 1–3 years in a Tier 2 support role.
• Strong support for Microsoft environments (Windows Desktop/Server, AD, DNS, DHCP, etc.).
• Experience with collaboration/email platforms (Microsoft 365, Exchange, Google Workspace).
• Experience with virtualization and cloud technologies (VMware ESXi, Hyper‑V, Azure).
• Networking knowledge including firewalls, switches, WAPs, VPNs, NAT/PAT.
• Endpoint security, deployment, device hardening, mobile support (iOS/Android).
• Storage concepts (RAID, NAS, SAN) and SSL certificate management.
• Cross‑platform support incl. macOS; strong diagnostic skills.
• Ability to document processes/SOPs and maintain accuracy.
• Security best practices and compliance considerations for client environments.

Responsibilities

• Manage and resolve elevated client tickets from Tier 2 or higher.
• Maintain accurate ticket records using service management software.
• Troubleshoot complex client issues and perform root-cause analysis.
• Perform software upgrades and address system gaps or configuration challenges.
• Update client documentation and SOPs.
• Identify infrastructure improvements and security concerns.
• Mentor fellow Ntivians to improve performance.
• Ensure adherence to best practices and security standards.
• Support team goals and business objectives with additional duties.
• Configure existing client infrastructure and DNS records.

Skills

Tier 2 support

Advanced IT troubleshooting

Client communication

Documentation of processes

Project/task management

Cross-platform support

Security best practices

Multi-tasking

Team collaboration

High attention to detail

Education

Bachelor’s Degree in Computer Science or related field

Experience with MSP or similar environment

ITIL or service management framework knowledge

Tools

ConnectWise Manage

Microsoft 365

Microsoft Exchange

Google Workspace

VMware ESXi

Hyper-V

Azure

DNS/DHCP/NPS administration

Active Directory & Group Policy

Network security tools

Job description

Ntiva, Inc. is seeking a Service Desk Technician III to manage and resolve elevated client tickets, focusing on complex issues and proactive resolutions. The role emphasizes strong communication, documentation, and adherence to security standards in a remote setting across DC/MD/VA regions.

You will support Microsoft environments, virtualization, networking, and endpoint security while mentoring teammates and maintaining high service levels. The position offers remote work with occasional travel.