Service Desk Technician III

Ntiva, Inc.; Washington (District of Columbia); Remote; USD 70,000 - 76,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k with company match

Life Insurance

Disability coverage

HSA / PPO options

Employee Assistance Program

Education Reimbursement

Referral bonuses

Career advancement tracks

Job summary

Ntiva, Inc. is seeking a Service Desk Technician III to support remote clients across the United States. You will manage and resolve elevated tickets, perform root-cause analysis, and ensure timely resolutions while maintaining high-quality customer care.

Strong documentation and communication are essential. The ideal candidate has 3–5 years IT experience, robust networking, Windows Server/AD, Microsoft 365, and virtualization knowledge.

Qualifications

• 3–5 years IT experience, including Tier 2 or equivalent
• Strong networking skills, firewalls/VLANs, TCP/UDP understanding
• Experience with Windows Server, AD, DNS, DHCP, and group policy
• Knowledge of Microsoft 365, Exchange, and collaboration tools
• Familiarity with virtualization (VMware/Hyper-V) and cloud platforms

Responsibilities

• Manage and resolve elevated client tickets from Tier 2 or 3
• Maintain accurate ticket records in ConnectWise Manage
• Perform root-cause analysis and implement long-term solutions
• Coordinate software upgrades and system improvements
• Document SOPs and update client infrastructure documentation
• Ensure security and compliance best practices are followed
• Mentor teammates and contribute to team goals
• Support multiple clients with varied complexity

Skills

Tier 2 Support

Tech Troubleshooting

Customer Communication

Documentation

Time Management

Education

Bachelor's Degree

Tools

ConnectWise Manage

Datto RMM

Active Directory

DNS/DHCP

Job description

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva,we'remore than a Managed ServicesProvider,we'rea community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally.Ntivais a culture of people who are passionate about the work... and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin,we'reon the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond,we'dlove to meet you. Come explore one of our many opportunities and grow with us!

How you'll make an impact:

As a Service Desk Technician III, you willbe responsible formanaging 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, demonstratingthe 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, ensuringtimelyresolution or proper escalation
• Maintainaccurateticket 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 andmaintainaccurateclient documentation
• Identifyand communicate infrastructure improvements, performance optimizations, and security concerns
• Coach and mentor fellowNtiviansto enhance performance and support professional development
• Ensure adherence to industry best practices and compliance with security and operational standards
• Assistwithadditionalduties 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
• Strong networking skills, including firewalls and VLANs; a clear understanding of the differences between TCP and UDP; and the ability to explain how an email packet moves.
• Experience with system volume folders in a server environment, Hyper-V clusters, eDiscovery, and macOS environments.
• Experience with Intune and email banners.
• Ability to modify servers by changing allocations and resources, troubleshoot and update VPN tunnels, and demonstrate a firm understanding of server records and certificates.
• Efficent in Connectwise and know and understands Datto RMM
• 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 VMwareESXi, 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 toidentify 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
• This role involves extended periods of sitting or standing and regular use of computers and office equipment

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 thegeneral public
• Desired certifications:
  • CompTIANetwork+
  • CompTIASecurity+
• Related Microsoft certifications:
  • Microsoft Azure
  • Microsoft 365
  • Windows Server
  • Security
• Networking certifications from Cisco, Meraki, Watchguard,etc.
• VMware VCP
• Desired Education:Bachelor'sDegree in Computer Science, Information Systems, Engineering or other related disciplinepreferred
• 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 foretstudentand 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
• EducationReimbursement 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 $70,000.00 and $76,000.00 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.Additionaldetails of participation in these benefit plans will be provided if an employee receives an offer of employment.

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 mustestablisha dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes followingNtiva'sIT 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, issubject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce

AtNtiva, 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 non-discrimination in employment.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.