Service Desk Technician III

McLean, VA (remote) Service Desk Technician III role focused on resolving advanced escalations, meeting SLOs, and maintaining secure, compliant support operations.

Responsibilities

• Manage and resolve elevated client service tickets from Tier 2 or Tier 3 assignments, ensuring timely resolution or appropriate escalation
• Maintain accurate ticket documentation in service management software (example: ConnectWise Manage)
• Troubleshoot and resolve complex client issues, performing root-cause analysis and applying longer-term fixes
• 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 teammates to improve performance and support professional development
• Ensure adherence to industry best practices and compliance with security and operational standards
• Assist with additional duties supporting team goals and business objectives
• Make configuration updates to existing client infrastructure, including network devices, organizational policies, and DNS records

Requirements

• 3–5 years of overall IT experience, including 1–3 years in a Tier 2 (or equivalent) support role, with advanced IT support, administration, and escalation-level troubleshooting
• Experience supporting Microsoft environments, including Windows Desktop and Windows Server, 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 email security technologies (example: spam filtering)
• Experience 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, 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 ability, including identifying misconfigured services and knowing when escalation is required
• Solid understanding of security tools, best practices, and compliance considerations for client environments
• Ability to clearly document technical processes, solutions, and Standard Operating Procedures (SOPs), including reviewing and refining existing documentation
• Strong problem-solving, organizational, and time-management skills to handle multiple client cases of varying complexity
• High attention to detail and a commitment to accuracy
• Collaborative mindset and ability to contribute positively in a supportive team environment
• Proven client communication experience, including handling high-pressure or emotionally charged situations
• Extended periods of sitting or standing and regular use of computers and office equipment
• Professional communication 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

Key Technologies

• ConnectWise Manage
• Microsoft Windows Desktop, Windows Server, Active Directory, Group Policy, DNS, DHCP, NPS, Print Management
• Microsoft 365, Microsoft Exchange, Google Workspace, spam filtering
• VMware ESXi, Hyper-V, Azure
• Firewalls, managed switches, wireless access points (WAPs), VoIP systems, SSL VPNs, site-to-site VPNs, NAT/PAT
• Endpoint management, iOS, Android, antivirus solutions, device hardening
• RAID, NAS, SAN, SSL certificate creation
• macOS
• ITIL

Location and Work Expectations

• Remote role with infrequent travel possible if needed
• Open to candidates physically located in DC, Maryland, or Virginia
• Schedule: Monday through Friday, 8:00am to 5:00pm EST

Salary

• $75,000 - $85,000 per year (base pay range)
• Base pay may vary based on non-discriminatory factors including market location, job-related knowledge, skills, and experience
• Total compensation also includes medical benefits, 401(k) eligibility, and PTO

Benefits

• Medical, Dental and Vision coverage for employee and family
• 401k with company-matched contributions: 4% match on 5% contribution, no vesting period (employee and company contribute after 90 days)
• 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
• Employee Assistance Program
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
• Education Reimbursement Program
• Generous Employee Referral Program with cash bonus for successful referrals
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent

Bonus Points

• Desired certifications: CompTIA Network+, CompTIA Security+, related Microsoft certifications, Microsoft Azure, Microsoft 365, Windows Server, Security
• Networking certifications from Cisco, Meraki, Watchguard, etc.
• VMware VCP
• Desired education: Bachelor’s Degree in Computer Science, Information Systems, Engineering or other related discipline preferred
• Experience working for a Managed Services Provider
• Knowledge of ITIL or other service management frameworks is a plus

FLSA Status

• Salaried, Non-Exempt

Work Authorization Criteria

• Applicants must be U.S. persons
• Unable to offer sponsorship or assume sponsorship of an employment visa at this time

Workspace Requirements and Remote Work Policy

• Must establish a dedicated safe workspace free from distractions and hazards, secure from unauthorized access
• Follow Ntiva’s IT User and Security Policies, including password-protecting all equipment and keeping confidential/proprietary documents secure
• Refrain from using public Wi-Fi
• Have arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (emergency situations require manager approval)
• Remote work outside the normal dedicated safe workspace must be requested, reviewed by management, and adhere to Ntiva policies and procedures

Application Deadline

• Applications accepted until 8/17/26