Service Desk Technician III

How you'll make an impact: As a Service Desk Technician III, you will be responsible for managing 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, demonstrating the ability to switch quickly and effectively between tasks while keeping the customer informed throughout the process.

- 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.

- Manage and resolve elevated client service tickets from Tier 2 or assigned for Tier 3 support, ensuring timely resolution or proper escalation

- Maintain accurate ticket 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.

- Identify and communicate infrastructure improvements, performance optimizations, and security concerns

- Coach and mentor fellow Ntivians to enhance performance and support professional development

- Ensure adherence to industry best practices and compliance with security and operational standards

- Assist with additional duties 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

- 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 VMware ESXi, 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 to identify 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

- 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

- Networking certifications from Cisco, Meraki, Watchguard, etc.

- Desired Education: Bachelor's Degree in Computer Science, Information Systems, Engineering or other related discipline preferred

- Knowledge of ITIL or other service management frameworks is a plus

The base pay range for this position is expected to be between $75,000.00 and $85,000.00 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.

Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 8/17/26.