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💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced IT support and troubleshooting capabilities, with expertise in Windows Desktop and Server operating systems, Active Directory, and cloud platforms. Proven ability to manage client service tickets, implement long-term solutions, and maintain documentation while adhering to industry best practices.

Highest-signal resume keywords

Advanced IT SupportWindows Desktop And Server AdministrationCloud Platform ManagementTroubleshooting And Root-Cause AnalysisClient Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Active DirectoryGroup PolicyDNSDHCPMicrosoft 365VMware ESXiHyper-VEndpoint ManagementConfiguration ManagementSoftware Deployments

Soft Skills

Problem-SolvingOrganizational SkillsTime ManagementAttention To DetailProfessional Communication

Tools & Technologies

ConnectWise ManageMicrosoft ExchangeGoogle WorkspaceVoIP SystemsSSL VPNsNAT/PAT PoliciesWireless Access PointsManaged SwitchesRemote Workspace SetupSecurity Tools

Certifications & Qualifications

CompTIA Network+CompTIA Security+Microsoft CertificationsMicrosoft AzureVMware VCP

Industry Keywords

ITILService ManagementManaged Services ProviderCompliance ConsiderationsInfrastructure Improvements

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 resolution or proper escalation while adhering to Service Level Objectives
Provide advanced first-touch resolution to prevent further escalations
Maintain accurate ticket records using 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
Assist with additional duties supporting team goals and business objectives

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
Experience supporting Windows Desktop and Server operating systems, Active Directory, Group Policy, DNS, DHCP, NPS, Print Management, and shared drive/security group administration
Experience with Microsoft 365, Microsoft Exchange, Google Workspace, and email security technologies
Experience with 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, VoIP systems, SSL VPNs, site-to-site VPNs, NAT/PAT policies, access rules, and routing
Experience with endpoint management and security, software deployments, configuration management, antivirus, 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 macOS
Strong diagnostic and troubleshooting skills and ability to identify when escalation is required
Understanding of security tools, best practices, and compliance considerations
Ability to document technical processes, solutions, and SOPs
Strong problem-solving, organizational, and time-management skills
High attention to detail and commitment to accuracy
Proven client engagement experience, including high-pressure or emotionally charged situations
Ability to communicate professionally in English, 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
Candidates must be physically located in DC, Maryland, or Virginia
U.S. person status welcomed; employment visa sponsorship is unavailable
Ability to establish a dedicated, secure remote workspace
Desired certifications include CompTIA Network+, CompTIA Security+, Microsoft certifications, Microsoft Azure, Microsoft 365, Windows Server, Cisco/Meraki/WatchGuard networking certifications, and VMware VCP
Bachelor's Degree in Computer Science, Information Systems, Engineering, or related discipline preferred
Managed Services Provider experience 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