Senior Remote Help Desk Technician (DC/MD/VA)

Ntiva, Inc.; Virginia; Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401(k) eligibility

PTO + Holidays

Education Reimbursement

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III to manage elevated tickets from Tier 2 and resolve complex issues with a customer-first mindset. You will document steps, coordinate with teams, and maintain SLAs while delivering clear communications.

This remote role requires located in DC, MD, or VA with occasional travel; schedule is Monday–Friday, 8:00am–5:00pm EST, with exposure to Microsoft environments, virtualization, and network devices.

Qualifications

• 3–5 years of IT experience, incl. 1–3 years in Tier 2 support
• Experience supporting Microsoft environments (Windows Desktop/Server, AD, DNS, DHCP)
• Experience with Microsoft 365, Exchange, Google Workspace and security techs
• Knowledge of virtualization and cloud platforms (VMware/Hyper-V/Azure)
• Networking basics: firewalls, switches, WAPs, VPNs
• Endpoint management and security: deployments, antivirus, device hardening
• Cross‑platform support including macOS
• Proficient documentation of processes and SOPs

Responsibilities

• Manage elevated client service tickets from Tier 2 or Tier 3
• Maintain accurate ticket records using service management software
• Perform software upgrades and address system gaps
• Identify infrastructure improvements and security concerns
• Coach and mentor teammates to enhance performance
• Assist with additional duties to support goals
• Make configuration updates to client infrastructure and DNS records

Skills

Tier 2 support

Windows Server

Active Directory

Networking basics

Documentation

English communication

Education

Bachelor’s Degree in Computer Science or related

Tools

Microsoft 365

VMware ESXi

Hyper-V

Azure

DNS/DHCP/NPS

Job description

Ntiva, Inc. is seeking a Service Desk Technician III to manage elevated tickets from Tier 2 and resolve complex issues with a customer-first mindset. You will document steps, coordinate with teams, and maintain SLAs while delivering clear communications.

This remote role requires located in DC, MD, or VA with occasional travel; schedule is Monday–Friday, 8:00am–5:00pm EST, with exposure to Microsoft environments, virtualization, and network devices.