Senior Service Desk Technician – Remote (DC/MD/VA)

Ntiva, Inc.; McLean (VA); À distance; USD 75 000 - 85 000; Plein temps

Avantages offerts par ce poste

Medical, Dental & Vision coverage

401k with match (4%)

Life & Disability coverage

HSA/PPO options

Education reimbursement

Employee referral program

Promotion tracks

Recognition & rewards

Industry-leading talent

Résumé du poste

Ntiva, Inc. seeks a Service Desk Technician III to join a remote-first team supporting clients across the US. The role requires strong Tier 2 support, Windows Server/Desktop, AD, DNS/DHCP, and security practices, with hands-on VMware/Hyper-V experience and exposure to cloud platforms.

You’ll work from a home office, travelling occasionally if needed, collaborating to deliver proactive IT support. You will mentor peers, document processes, and uphold Ntiva’s security and service standards while

Qualifications

• 3–5 years IT experience, 1–3 years in Tier 2 support, advanced IT support and escalation troubleshooting.
• Experience supporting Windows Desktop/Server, DNS/DHCP, Active Directory, Group Policy, and security group administration.

Responsabilités

• Manage and resolve elevated client service tickets from Tier 2 or Tier 3, ensuring timely resolution or escalation
• Maintain ticket records using ConnectWise Manage
• Troubleshoot and resolve complex client issues with root-cause analysis
• Perform software upgrades and address configuration gaps
• Update and maintain client documentation
• Identify infrastructure improvements and security concerns
• Coach and mentor colleagues to enhance performance
• Ensure adherence to security and operational standards
• Assist with additional duties to support goals
• Make configuration updates to client infrastructure including DNS records

Connaissances

Tier 2 support

Microsoft environments

Active Directory

VMware ESXi

Hyper-V

Azure

Networking basics

Security best practices

Documentation

Customer communication

Formation

Bachelor’s degree in CS/IS/Engineering or related

Outils

ConnectWise Manage

VMware ESXi

Hyper-V

Azure Portal

Description du poste

Ntiva, Inc. seeks a Service Desk Technician III to join a remote-first team supporting clients across the US. The role requires strong Tier 2 support, Windows Server/Desktop, AD, DNS/DHCP, and security practices, with hands-on VMware/Hyper-V experience and exposure to cloud platforms.

You’ll work from a home office, travelling occasionally if needed, collaborating to deliver proactive IT support. You will mentor peers, document processes, and uphold Ntiva’s security and service standards while