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Service Desk Technician III

3 months ago

McLean, United States Ntiva Full time
Are you looking for limitless career opportunities? Do you have a growth mindset, and like to take initiative? If yes, then Ntiva is the right place for you At Ntiva, we have a saying We exist to grow each other. Our focus is helping each other, our clients and our families grow both personally and professionally. Sound like something you could get in to? Because as one of the fastest-growing Managed Services Companies in the country, were looking to fuel our team with powerhouse talent. With strategic locations across the U.S., and still led by our original founder Steven Freidkin, we specialize in helping organizations solve their complex IT challenges no matter where they are located. Definitely a fast-paced environment where we collectively battle escalating cyber-attacks and stay on top of fast changing technologies Come explore one of our many opportunities

How youll make an impact
As the Service Desk Technician III, you will be responsible for resolving the most complex and/or high-priority technical support incidents within the Service Desk department.

Summary of Location and Hours

  • This is a 100% remote position
  • Monday-Friday, 7am-4pm EST
  • Equipment is provided, must have home internet connectivity of at least 20 mbps upload and 20mbps download
What you will be doing
  • Work and complete advanced support cases, providing exceptional support and consultation to clients via phone, email, and support tickets
  • Contact clients and vendors on behalf of Ntiva or clients
  • Articulate and share complex technical findings to management and clients in clear and concise understandable terms
  • Respond to escalations from clients and technicians
  • Work with team to ensure appropriate escalation and efficient resolution of high-level issues
  • Provide streamlined communication to Management regarding escalated issues
  • Clearly document all troubleshooting steps and relevant interaction details to facilitate a consistent customer support experience
  • Mentoring of front-line technicians
  • Ensure compliance with company standards, best practices, and procedures, as well as legal and regulatory standards
  • Creation/review of documentation, knowledge base articles, and new tools/utilities
  • Maintain proficiency in key technology areas through intentional, ongoing technical learning
  • Work flexible hours and business needs dictate
  • Participate in regular team meetings
  • Keep Manager apprised of any issues related to the department
Required Knowledge and Experience:
3-5 years of Service Desk experience, with at least 2 years at the Tier 2 or equivalent level

Networking standards and best practices:
  • Physical layer, Switching, Routing, DNS, DHCP
  • VLANS, IP Subnetting, Wireless
Firewall/Router Configuration Watchguard preferred:
  • SSL VPN
  • Site-to-Site VPN
  • NAT/PAT Policies and Access rule creation
  • Advanced Routing
End User Device Support:
  • Workstation hardware support
  • Windows, MAC OS X, iOS, Android operating systems
Server Support and Administration:
  • Hardware support, including out-of-band management
  • Windows Server administration including but not limited to:
  • Active Directory, Group Policy, DNS, DHCP, NPS, Print Management
  • File share and NTFS permissions
  • Virtualization VMWare ESXi, Hyper-V, and Azure
  • Creation, Implementation, and update of SSL Certificates
  • Exchange and Anti-Spam Solutions On-Premises and online
  • Office 365 Including: Applications, Exchange Online, SharePoint, OneDrive, and Licensing
  • Endpoint security, including AV, Device hardening, and User training
  • Backup and Disaster Recovery solutions, Storage solutions, and related technologies
  • VoIP maintenance and configuration
Youll be successful in this role if you have experience in/with
  • Strong problem-solving capabilities
  • Strong organizational and time-management skills, managing multiple cases of varying difficulty from multiple clients
  • Strong attention to detail and accuracy
  • Strong Communication skills
  • Understand the business impact of technical problems and solutions
Required language skills
  • Ability to communicate professionally, in English, both written and orally
  • Ability to write business correspondence and process procedures
  • Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Bonus points for
  • Bachelors Degree in IT/MIS
  • Experience working for a Managed Services Provider
Job Performance Metrics
  • Utilization of 78% or higher
  • CSAT score of 98% or higher
  • Complete and accurate case notes
Benefits and Perks
  • Medical, Dental and Vision coverage for employee and family
  • 401k + company matched contributions 4% match on 5% contribution Employee and Company contribute after 90 days no vesting period)
  • Group Term Life and Accidental Death and Dismemberment coverage (company provided)
  • Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
  • Health Savings Account (HSA) Options / PPO Options
  • Paid Personal Time Off (PTO) + 2 Floating Holidays
  • Bonus plans
  • Tuition Reimbursement Program
  • Employee Assistance Program
  • Generous Employee Referral Program the more you refer the more you earn
  • Dynamic Recognition and Rewards
  • Work with Industry-Leading Talent
  • Clear Promotion and Advancement Tracks


The base pay range for this position is expected to be between $64,000.00 and $85,000.00 per year, plus an annual on-target bonus. 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.

At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline: The sooner you apply, the sooner we can get to know you Submit your resume today Applications will be accepted until 7/3/24.