Service Desk Technician III

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 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.

Location and Work Expectations

* This is a hybrid role with approximately 10% on-site work at client locations. We are seeking candidates located in either the Chicago area or the Virginia/DC area. The specific allocation of remote versus onsite requirements may fluctuate based on business needs.

* Monday-Friday, 10am-7pm EST

What you will be doing

* 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., 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 and maintain accurate client documentation

* 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

* Support of other departments as needed

You'll be successful in this role 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, AWS 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…