Remote Tier-3 Service Desk Technician

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

Benefits offered by this job

Medical, Dental and Vision coverage

401k + company‑matched contributions

Life Insurance

Disability coverage

HSA Options

PTO + Holidays + VTO

Education Reimbursement

Referral bonuses

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III for a remote role open to candidates located in DC, Maryland, or Virginia.

You will manage escalated tickets, perform advanced troubleshooting, and coordinate with Tier 2/3 teams while maintaining thorough documentation and customer focus. The role requires 3–5 years IT experience, strong Microsoft 365/AD skills, virtualization and cloud experience, and solid networking knowledge.

Qualifications

• 3–5 years of overall IT experience, including 1–3 years in a Tier 2 (or equivalent) support role, with strong experience in advanced IT support, administration, and escalation-level troubleshooting
• Experience supporting Microsoft environments, including Windows Desktop and Server operating systems, Active Directory, Group Policy, DNS, DHCP, NPS, Print Management, and shared drive/security group administration using “need-to-know” access principles
• Hands‑on experience with collaboration and email platforms such as Microsoft 365, Microsoft Exchange, Google Workspace, and related email security technologies (spam filtering)
• Experience working with virtualization and cloud technologies, including VMware ESXi, Hyper‑V, Azure, and at least one major cloud platform and its management console
• Working knowledge of networking technologies, including firewalls, managed switches, wireless access points, VoIP systems, SSL VPNs, site‑to‑site VPNs, NAT/PAT policies, access rule creation, and routing concepts
• Experience with endpoint management and security, including software deployments, configuration management, antivirus solutions, device hardening, and mobile device support for iOS and Android
• Familiarity with storage and infrastructure concepts such as RAID, NAS, SAN, and SSL certificate creation, implementation, and management
• Cross‑platform support experience, including familiarity with macOS environments
• Strong diagnostic and troubleshooting skills, with the ability to identify misconfigured services and recognize when issues require escalation
• A solid understanding of security tools, best practices, and compliance considerations for securing client environments
• Ability to clearly document technical processes, solutions, and Standard Operating Procedures (SOPs), as well as review and refine existing documentation
• Strong problem‑solving, organizational, and time‑management skills, with the ability to manage multiple client cases of varying complexity
• High attention to detail and a commitment to accuracy
• A collaborative mindset and the ability to contribute positively to a supportive team environment
• Proven experience engaging with clients effectively, including navigating high‑pressure or emotionally charged situations

Responsibilities

• Manage and resolve elevated client service tickets from Tier 2 or assigned for Tier 3 support, ensuring timely resolution or proper escalation
• Maintain accurate ticket records using service management software (e.g., ConnectWise Manage)
• Troubleshoot and resolve complex client issues, performing root‑cause analysis and implementing long‑term solutions
• Perform software upgrades and address system gaps or configuration challenges
• Update and maintain accurate client documentation
• Identify and communicate infrastructure improvements, performance optimizations, and security concerns
• Coach and mentor fellow Ntivians to enhance performance and support professional development
• Ensure adherence to industry best practices and compliance with security and operational standards
• Assist with additional duties to support team goals and business objectives
• Make configuration updates to existing client infrastructure, including network devices, organizational policies, and DNS records

Skills

Tier 2 support

Advanced troubleshooting

Microsoft 365

Active Directory

DNS DHCP

Networking

VMware ESXi

Azure

Security best practices

Documentation

Education

Bachelor’s Degree in Computer Science

Tools

ConnectWise Manage

Google Workspace

Job description

Ntiva, Inc. is seeking a Service Desk Technician III for a remote role open to candidates located in DC, Maryland, or Virginia.

You will manage escalated tickets, perform advanced troubleshooting, and coordinate with Tier 2/3 teams while maintaining thorough documentation and customer focus. The role requires 3–5 years IT experience, strong Microsoft 365/AD skills, virtualization and cloud experience, and solid networking knowledge.