Senior Service Desk Technician III - Remote Support

Ntiva, Inc.; Maryland; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401k + company-matched contributions

Paid Time Off + Holidays

Education reimbursement

Employee referral program

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III for a fully remote position, primarily supporting clients in the US with infrequent travel. You will handle elevated Tier 3 tickets, perform advanced troubleshooting, and document solutions while ensuring service levels and customer satisfaction.

The role requires 3–5 years of IT experience and strong Microsoft and virtualization knowledge. Candidates should reside in the DC, Maryland, or Virginia area and be able to work EST business hours.

Qualifications

• 3–5 years of IT experience with 1–3 years in Tier 2 support
• Experience supporting Microsoft environments (Windows Desktop/Server, AD, DNS, DHCP)
• Experience with collaboration/email platforms (Microsoft 365, Exchange, Google Workspace)
• Experience with virtualization/cloud technologies (VMware ESXi, Hyper‑V, Azure)
• Networking knowledge (firewalls, switches, WAPs, VPNs)
• Endpoint management and security (antivirus, device hardening)
• Strong documentation and SOP-writing abilities
• Customer-facing skills and ability to handle high‑pressure situations

Responsibilities

• Resolve elevated tickets from Tier 2 and perform root-cause analysis
• Maintain ticket records in ConnectWise Manage
• Troubleshoot complex client issues and implement long-term solutions
• Perform software upgrades and address configuration gaps
• Document processes and SOPs clearly
• Identify infrastructure improvements and security concerns
• Mentor team members and support professional development
• Maintain adherence to security/operational standards
• Travel to support clients as needed
• Configure client infrastructure including network devices and DNS records

Skills

Team collaboration

English communication

Problem-solving

Education

Bachelor’s Degree in Computer Science or related field

Tools

ConnectWise Manage

Microsoft 365

VMware/Hyper‑V

Azure

Job description

Ntiva, Inc. is seeking a Service Desk Technician III for a fully remote position, primarily supporting clients in the US with infrequent travel. You will handle elevated Tier 3 tickets, perform advanced troubleshooting, and document solutions while ensuring service levels and customer satisfaction.

The role requires 3–5 years of IT experience and strong Microsoft and virtualization knowledge. Candidates should reside in the DC, Maryland, or Virginia area and be able to work EST business hours.