Service Desk Technician III

🔥 0 minutes ago

🌪️ Kansas – Remote

🌪️ Kansas – Remote

💵 $70k - $80k / year

⏰ Full Time

🟢 Junior

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Ntiva, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2004

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Private equity on 2016-11

Consulting • Healthcare • Logistics

Ntiva, Inc. is a strategic IT services firm that delivers managed IT services, proactive cybersecurity, cloud and Microsoft solutions, and IT consulting to businesses across the United States. The company provides 24/7 support through local technician pods backed by a national team, offers compliance and vCISO expertise (CMMC, HIPAA, SOC 2), cloud architecture, and AI/digital transformation advisory to help organizations reduce downtime, improve security, and align IT with business goals. Ntiva serves a range of industries including government contractors, healthcare, financial services, nonprofits, law firms, manufacturing, and more.

📋 Description

• Manage and resolve elevated client service tickets escalated from Tier 2 or assigned for Tier 3 support • Ensure timely resolution or proper escalation while adhering to Service Level Objectives (SLOs) • Provide advanced first-touch resolution to prevent further escalations • Maintain high-quality service, fast response times, and clear customer-focused communication • Maintain accurate ticket records using service management software such as ConnectWise Manage • Troubleshoot and resolve complex client issues • Perform root-cause analysis and implement 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 • Ensure adherence to industry best practices and security and operational standards • Make configuration updates to client infrastructure, including network devices, organizational policies, and DNS records • Assist with additional duties supporting team goals and business objectives • Participate in a rotating on-call schedule • Switch effectively between tasks while keeping customers informed

🎯 Requirements

• 3–5 years of overall IT experience, including 1–3 years in a Tier 2 (or equivalent) support role • 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 Microsoft 365, Microsoft Exchange, Google Workspace, and related email security technologies such as spam filtering • Experience 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 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 RAID, NAS, SAN, and SSL certificate creation, implementation, and management • Cross-platform support experience, including familiarity with macOS environments • Strong diagnostic and troubleshooting skills, including identifying misconfigured services and recognizing when issues require escalation • Solid understanding of security tools, best practices, and compliance considerations • Ability to clearly document technical processes, solutions, and Standard Operating Procedures (SOPs), and review and refine existing documentation • Strong problem-solving, organizational, and time-management skills • High attention to detail and commitment to accuracy • Collaborative mindset • Proven experience engaging effectively with clients, including high-pressure or emotionally charged situations • Ability to communicate professionally in English, both written and orally • Ability to write business correspondence and process procedures • Ability to present information and respond to questions from managers, clients, and the general public • Willingness and ability to travel if needed • Dedicated safe workspace meeting Ntiva IT User and Security Policies • U.S. person status; employment visa sponsorship is unavailable • Desired certifications include CompTIA Network+, CompTIA Security+, Cisco certifications, related Microsoft certifications, Microsoft Azure, Microsoft 365, Windows Server, Cisco/Meraki/WatchGuard security and networking certifications, and VMware VCP • Bachelor's Degree in Computer Science, Information Systems, Engineering, or related discipline preferred • Experience working for a Managed Services Provider desired • Knowledge of ITIL or other service management frameworks is a plus • Role involves extended periods of sitting or standing and regular use of computers and office equipment

🏖️ Benefits

• Medical, Dental and Vision coverage for employee and family • 401k + company-matched contributions • 4% match on 5% contribution - no vesting period • Group Term Life and Accidental Death and Dismemberment coverage (company provided) • Short-Term Disability coverage (voluntary enrollment) • 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 • Remote work arrangement • Infrequent travel flexibility