Remote Tier-3 Service Desk Technician

Ntiva, Inc.; Richmond (VA); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401k with company match

Paid Time Off + Holidays

Education Reimbursement

Remote-friendly policies

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III to manage and resolve elevated tickets, focusing on complex problem resolution and minimal escalations. You will document processes, coordinate with Tier 2/3, and uphold SLOs while maintaining excellent client communication.

The role requires expertise in Windows/AD, Microsoft 365, virtualization (VMware/Azure), and networking concepts. Based in the DC/MD/VA area, the position supports remote work with occasional travel.

Qualifications

• 3-5 years IT experience, including 1-3 years in a Tier 2 (or equivalent) support role.
• Experience supporting Microsoft environments: Windows Desktop/Server, AD, DNS, DHCP, Group Policy, and security group administration.
• Hands-on with collaboration platforms like Microsoft 365, Exchange, Google Workspace, and related security techs.
• Experience with virtualization and cloud: VMware ESXi, Hyper-V, Azure, plus at least one major cloud console.
• Networking concepts: firewalls, switches, WAPs, VPNs, NAT/PAT, routing.
• Endpoint management and security: deployments, hardening, mobile support.
• Storage/infrastructure: RAID, NAS, SAN, SSL certs.
• Cross‑platform support including macOS.
• Strong diagnostic skills and escalation awareness.
• Security best practices and compliance knowledge.
• Documentation of processes and SOPs; improving existing docs.
• Strong time management and ability to handle multiple cases.

Responsibilities

• Manage and resolve elevated client service tickets from Tier 2 or Tier 3 as needed.
• Maintain accurate ticket records using service management software (e.g., ConnectWise Manage).
• Troubleshoot and resolve complex client issues with root-cause analysis and long-term fixes.
• Perform software upgrades and address system gaps or config challenges.
• Update and maintain accurate client documentation.
• Identify infrastructure improvements, performance optimizations, and security concerns.
• Coach and mentor teammates to improve performance and development.
• Ensure adherence to security and operational standards.

Skills

Tier 2/3 support

Windows Server/AD

Microsoft 365

Networking basics

VMware/Azure

Documentation

Customer service

Education

Bachelor's Degree in CS/IS/Engineering

Tools

ConnectWise Manage

Job description

Ntiva, Inc. is seeking a Service Desk Technician III to manage and resolve elevated tickets, focusing on complex problem resolution and minimal escalations. You will document processes, coordinate with Tier 2/3, and uphold SLOs while maintaining excellent client communication.

The role requires expertise in Windows/AD, Microsoft 365, virtualization (VMware/Azure), and networking concepts. Based in the DC/MD/VA area, the position supports remote work with occasional travel.