Service Desk Technician III

This is a fully remote position, open to applicants in District of Columbia, +2 more states.

📋 Description

• Oversee and resolve escalated client service tickets from Tier 2 or designated for Tier 3 support.

• Ensure prompt resolution of tickets or appropriate escalation in accordance with Service Level Objectives.

• Deliver advanced first-contact resolution to mitigate further escalations.

• Maintain precise ticket records within service management tools such as ConnectWise Manage.

• Diagnose intricate client issues, conduct root-cause analysis, and implement sustainable solutions.

• Execute software upgrades and address any system gaps or configuration obstacles.

• Update and ensure the accuracy of client documentation.

• Identify and convey infrastructure enhancements, performance improvements, and security issues.

• Guide and mentor fellow team members at Ntivian.

• Ensure compliance with industry best practices along with security and operational standards.

• Make configuration modifications to client infrastructure, which includes network devices, organizational policies, and DNS records.

• Contribute to additional team goals and business objectives.

• Work schedule is Monday through Friday, from 8:00am to 5:00pm EST.

• Travel may be required occasionally for client or team needs.

⛳️ Requirements

• 3–5 years of comprehensive IT experience, including 1–3 years in a Tier 2 or comparable support role.

• Expertise in IT support, administration, and escalation-level troubleshooting.

• Strong networking capabilities, particularly with firewalls and VLANs.

• Familiarity with TCP and UDP protocols and email packet flow.

• Experience with system volume folders in server environments, Hyper-V clusters, eDiscovery, macOS, Intune, and email banners.

• Ability to adjust server allocations and resources, troubleshoot and update VPN tunnels, and understand server records and certificates.

• Proficient in ConnectWise and Datto RMM.

• Experience with Windows Desktop and Server, Active Directory, Group Policy, DNS, DHCP, NPS, Print Management, shared drives, and security groups.

• Knowledge of Microsoft 365, Microsoft Exchange, Google Workspace, spam filtering, and associated email security technologies.

• Familiarity with VMware ESXi, Hyper-V, Azure, and at least one major cloud platform and management console.

• Knowledge of firewalls, managed switches, wireless access points, VoIP, SSL VPNs, site-to-site VPNs, NAT/PAT, access rules, and routing.

• Experience with endpoint management and security, software deployments, configuration management, antivirus, device hardening, and iOS/Android support.

• Understanding of RAID, NAS, SAN, and the creation, implementation, and management of SSL certificates.

• Cross-platform support experience, including macOS.

• Excellent diagnostic, troubleshooting, documentation, problem-solving, organizational, and time-management skills.

• Capable of managing multiple client cases and discerning when escalation is necessary.

• Professional communication skills in English, both written and verbal.

• Ability to compose business correspondence and procedural documentation.

• Capable of presenting information and addressing inquiries from managers, clients, and the public.

• Must reside in Washington D.C., Maryland, or Virginia.

• U.S. persons are welcome; the employer cannot provide or assume employment visa sponsorship.

• A dedicated secure workspace that meets remote-work and security standards is required.

• A Bachelor’s Degree in Computer Science, Information Systems, Engineering, or a related field is preferred.

• Desired certifications include CompTIA Network+, CompTIA Security+, Microsoft, Azure, Microsoft 365, Windows Server, Security, Networking, Cisco, Meraki, WatchGuard, and VMware VCP certifications.

• Experience with a Managed Services Provider is advantageous.

• Knowledge of ITIL or other service management frameworks is a plus.

🏝️ Benefits

• Medical, Dental, and Vision coverage for employees and their families.

• 401k with company-matched contributions.

• 4% match on a 5% contribution with no vesting period.

• Group Term Life and Accidental Death and Dismemberment coverage provided by the company.

• Voluntary Short-Term Disability coverage.

• Long-Term Disability coverage provided by the company.

• Options for Health Savings Accounts (HSA) and PPO plans.

• Employee Assistance Program.

• Paid Time Off (PTO).

• Volunteer Time Off (VTO).

• 8 Paid Holidays.

• 3 Floating Holidays.

• Education Reimbursement Program.

• Employee Referral Program with a cash bonus for successful referrals.

• Dynamic Recognition and Rewards.

• Clear paths for Promotion and Advancement.

• Collaborate with Industry-Leading Talent.