Service Desk Technician III

🔥 1 minute ago

🏛️ District of Columbia, Maryland, +1 more states – Remote

🏛️ District of Columbia – Remote 🦀 Maryland – Remote ⚔️ Virginia – Remote

💵 $70k - $76k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 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 from Tier 2 or assigned for Tier 3 support • Ensure timely ticket resolution or proper escalation while adhering to Service Level Objectives • Provide advanced first-touch resolution to prevent further escalations • Maintain accurate ticket records in service management software such as ConnectWise Manage • Troubleshoot 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 • Support additional team goals and business objectives • Work Monday through Friday, 8:00am to 5:00pm EST • Travel infrequently if client or team needs arise

🎯 Requirements

• 3–5 years of overall IT experience, including 1–3 years in a Tier 2 or equivalent support role • Advanced IT support, administration, and escalation-level troubleshooting experience • Strong networking skills, including firewalls and VLANs • Understanding of TCP and UDP and email packet flow • Experience with system volume folders in a server environment, Hyper-V clusters, eDiscovery, macOS, Intune, and email banners • Ability to modify server allocations and resources, troubleshoot and update VPN tunnels, and understand server records and certificates • Proficiency with ConnectWise and Datto RMM • Experience supporting Windows Desktop and Server, Active Directory, Group Policy, DNS, DHCP, NPS, Print Management, shared drives, and security groups • Experience with Microsoft 365, Microsoft Exchange, Google Workspace, spam filtering, and related email security technologies • Experience with VMware ESXi, Hyper-V, Azure, and at least one major cloud platform and management console • Knowledge of firewalls, managed switches, wireless access points, VoIP, SSL VPNs, site-to-site VPNs, NAT/PAT, access rules, and routing • Experience with endpoint management and security, software deployments, configuration management, antivirus, device hardening, and iOS/Android support • Familiarity with RAID, NAS, SAN, and SSL certificate creation, implementation, and management • Cross-platform support experience, including macOS • Strong diagnostic, troubleshooting, documentation, problem-solving, organizational, and time-management skills • Ability to manage multiple client cases and recognize when escalation is required • 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 public • Must be physically located in DC, Maryland, or Virginia • U.S. persons welcome; employer unable to offer or assume employment-visa sponsorship • Dedicated secure workspace meeting remote-work and security requirements • Bachelor’s Degree in Computer Science, Information Systems, Engineering, or related discipline preferred • Desired certifications include CompTIA Network+, CompTIA Security+, Microsoft, Azure, Microsoft 365, Windows Server, Security, Networking, Cisco, Meraki, WatchGuard, and VMware VCP certifications • Experience working for a Managed Services Provider is a bonus • Knowledge of ITIL or other service management frameworks is a plus

🏖️ Benefits

• Medical, Dental and Vision coverage for employee and family • 401k + company-matched contributions • 4% match on 5% contribution with 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 • Employee Referral Program with cash bonus for successful referrals • Dynamic Recognition and Rewards • Clear Promotion and Advancement Tracks • Work with Industry-Leading Talent