Service Desk Technician III

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

Benefits offered by this job

Medical, Dental and Vision

401k with company match

Paid Time Off + Holidays

Education Reimbursement

Remote-friendly policies

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III to manage and resolve elevated tickets, focusing on complex problem resolution and minimal escalations. You will document processes, coordinate with Tier 2/3, and uphold SLOs while maintaining excellent client communication.

The role requires expertise in Windows/AD, Microsoft 365, virtualization (VMware/Azure), and networking concepts. Based in the DC/MD/VA area, the position supports remote work with occasional travel.

Qualifications

• 3-5 years IT experience, including 1-3 years in a Tier 2 (or equivalent) support role.
• Experience supporting Microsoft environments: Windows Desktop/Server, AD, DNS, DHCP, Group Policy, and security group administration.
• Hands-on with collaboration platforms like Microsoft 365, Exchange, Google Workspace, and related security techs.
• Experience with virtualization and cloud: VMware ESXi, Hyper-V, Azure, plus at least one major cloud console.
• Networking concepts: firewalls, switches, WAPs, VPNs, NAT/PAT, routing.
• Endpoint management and security: deployments, hardening, mobile support.
• Storage/infrastructure: RAID, NAS, SAN, SSL certs.
• Cross‑platform support including macOS.
• Strong diagnostic skills and escalation awareness.
• Security best practices and compliance knowledge.
• Documentation of processes and SOPs; improving existing docs.
• Strong time management and ability to handle multiple cases.

Responsibilities

• Manage and resolve elevated client service tickets from Tier 2 or Tier 3 as needed.
• Maintain accurate ticket records using service management software (e.g., ConnectWise Manage).
• Troubleshoot and resolve complex client issues with root-cause analysis and long-term fixes.
• Perform software upgrades and address system gaps or config challenges.
• Update and maintain accurate client documentation.
• Identify infrastructure improvements, performance optimizations, and security concerns.
• Coach and mentor teammates to improve performance and development.
• Ensure adherence to security and operational standards.

Skills

Tier 2/3 support

Windows Server/AD

Microsoft 365

Networking basics

VMware/Azure

Documentation

Customer service

Education

Bachelor's Degree in CS/IS/Engineering

Tools

ConnectWise Manage

Job description

How you’ll make an impact:

As a Service Desk Technician III, you will be responsible for managing and resolving elevated support desk tickets escalated from Tier 2 or directly assigned to you when necessary. Your primary focus will be to fully resolve complex tickets while adhering to Service Level Objectives (SLOs). Additionally, you will work to prevent further escalations by providing advanced first-touch resolution whenever possible. Maintaining high-quality service, fast response times, and a customer-focused mindset with clear communication will be essential. The ideal candidate should thrive in a fast-paced environment, demonstrating the ability to switch quickly and effectively between tasks while keeping the customer informed throughout the process.

Location and Work Expectations:

This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent.

To best support our clients and team, this role is open only to candidates who are physically located in DC, Maryland, or Virginia.

Schedule:

Monday through Friday, 8:00am to 5:00pm EST

What you will be doing:

• 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

You’ll be successful in this role if you have experience in/with:

• 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 (e.g., 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 (WAPs), 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

Required language skills:

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Bonus points for:

• Desired certifications: CompTIA Network+
• CompTIA Security+
• Related Microsoft certifications Microsoft Azure
• Microsoft 365
• Windows Server
• Security
• Networking certifications from Cisco, Meraki, Watchguard, etc.
• VMware VCP

Desired Education:

• Bachelor’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred

Experience working for a Managed Services Provider

Knowledge of ITIL or other service management frameworks is a plus

Benefits and Perks:

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
• Education Reimbursement Program
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent

The base pay range for this position is expected to be between $75,000.00 and $85,000.00 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job‑related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

FLSA Status:

Salaried, Non-Exempt

Work Authorization Criteria

We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Workspace Requirements and Remote Work Policy

Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password‑protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi‑Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce

At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem‑solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.