Service Desk Technician III

Ntiva, Inc.

. Manage and resolve elevated client service tickets from Tier 2 or assigned for Tier 3 support .

Posted 10/23/2026full-timeRemote • United StatesMid-LevelSenior💰 $70,000 - $76,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced IT support and troubleshooting capabilities, with a strong focus on networking, system administration, and client service management. Proficient in utilizing service management tools and implementing security best practices while effectively communicating with clients and team members.

Highest-signal resume keywords

Advanced IT SupportNetworking SkillsConnectWise ProficiencyWindows Server ExperienceCompTIA Network+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot-Cause AnalysisConfiguration ManagementSystem AdministrationEmail Security TechnologiesHyper-V ClustersVPN ManagementActive DirectoryDNS ManagementEndpoint Management

Soft Skills

Problem-SolvingOrganizational SkillsTime ManagementProfessional CommunicationCoaching and Mentoring

Tools & Technologies

ConnectWise ManageDatto RMMMicrosoft 365Google WorkspaceVMware ESXiAzureIntuneMacOSWindows DesktopHyper-V

Certifications & Qualifications

CompTIA Security+Microsoft CertificationAzure CertificationWindows Server CertificationCisco Certification

Industry Keywords

Managed Services ProviderITILService Level ObjectivesSecurity StandardsOperational Standards

Tech Stack

Tools & technologies

AndroidAzureCloudDNSFirewallsiOSMacOSVMwareVoIP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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