Service Desk Technician III

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? AtNtiva,we’remore than a Managed Services Provider,we’rea community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally.

Ntivais a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin,we’reon the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond,we’dlove to meet you. Come explore one of our many opportunities and grow with us!

As a Service Desk Technician III, you willbe responsible fore manning 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.
• Schedule:
  
  Monday through Friday, 8:00am to 5:00pm EST

• Manage and resolve elevated client service tickets from Tier 2 or assigned for Tier 3 support, ensuringtimelyresolution or proper escalation
• Maintainaccurateticket records using service management software (e.g., Connect Wise 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.
• Update andmaintainaccurateclient documentation
• Identify and communicate infrastructure improvements, performance optimizations, and security concerns
• Coach and mentor fellow
  
  Ntiviansto enhance performance and support professional development
• Ensure adherence to industry best practices and compliance with security and operational standards
• Assistwithadditionalduties to support team goals and business objectives
• Make configuration updates to existing client infrastructure, including network devices, organizational policies, and DNS records

• 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…