Senior Service Desk Engineer (Tier 3) – Remote

Ntiva, Inc.; Maryland City (MD); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401k with company match

PTO + holidays

Job summary

Ntiva, Inc. is seeking a capable Service Desk Technician III for a remote role limited to DC, Maryland, or Virginia. You will manage Tier 2 tickets, perform advanced troubleshooting, and maintain documentation while supporting Microsoft environments and cloud platforms.

The role emphasizes security, SLA adherence, and teamwork in a fast-paced MSP setting. Base pay ranges from $75,000 to $85,000 per year, with comprehensive benefits and growth opportunities.

Qualifications

• 3–5 years IT experience, including 1–3 years in Tier 2 support, with advanced troubleshooting expertise.
• Experience supporting Microsoft environments (Windows Desktop/Server, AD, DNS, DHCP, NPS, Group Policy).
• Proficiency with Microsoft 365, Exchange, Google Workspace, and related email security tech.
• Hands-on virtualization/cloud experience (VMware/Hyper‑V, Azure, other cloud platform).
• Networking knowledge including firewalls, switches, VPNs, and routing concepts.
• Endpoint management and security, including software deployments and device hardening.
• Familiarity with storage concepts (RAID, NAS, SAN) and macOS support.

Responsibilities

• Manage and resolve elevated tickets from Tier 2, ensuring timely resolution or escalation.
• Maintain accurate ticket records using ConnectWise Manage.
• Troubleshoot complex issues, perform root-cause analysis, implement long-term solutions.
• Perform software upgrades and address configuration gaps.
• Update client documentation and communicate infrastructure improvements and security concerns.
• Coach teammates to improve support performance and professional development.
• Adhere to security and operational standards and review SOPs.
• Assist with broader team goals and network/configuration updates.

Skills

Windows & Server admin

Active Directory

Microsoft 365

Google Workspace

VMware/Hyper-V/Azure

Networking basics

Endpoint security

macOS familiarity

Documentation

Education

Bachelor’s degree in Computer Science / related field

Tools

ConnectWise Manage

Job description

Ntiva, Inc. is seeking a capable Service Desk Technician III for a remote role limited to DC, Maryland, or Virginia. You will manage Tier 2 tickets, perform advanced troubleshooting, and maintain documentation while supporting Microsoft environments and cloud platforms.

The role emphasizes security, SLA adherence, and teamwork in a fast-paced MSP setting. Base pay ranges from $75,000 to $85,000 per year, with comprehensive benefits and growth opportunities.