Service Desk Technician III

3 days ago

McLean, United States Ntiva Full time
Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider—we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is 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’re on 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’d love to meet you. Come explore one of our many opportunities and grow with us

How you’ll make an impact
As the Service Desk Technician III for the dental division, you will be responsible for resolving the most complex and/or high-priority technical support incidents within the division and participate in junior engineer coaching and cross training.

Summary of Location and Hours

  • This is a 100% remote position
  • Monday-Friday, 8am-5pm CST
  • Equipment is provided, must have home internet connectivity of at least 20 mbps upload and 20mbps download and a private home office
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
    • Understand the responsibilities and obligation for discretion and appropriate use of HIPAA protected information during the course of your work
  • 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 as business needs dictate
  • Participate in on-call rotation
  • 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 1 year 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 + Fortinet 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
  • Peripherals such as printers, scanners, sensors, cameras, vitals monitors, etc
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
You’ll 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
  • Bachelor’s Degree in IT/MIS
  • Experience working for a Managed Services Provider
  • Experience working with dentists, oral surgery/specialty, or other medical field
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 Time Off (PTO) + 2 Floating Holidays
  • 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 $60,000.00 and $75,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to 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.

Work Authorization Criteria
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa.

Workspace Requirements and Remote Work Policy
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce
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, protective hairstyles, 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 11/27/24.

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