Service Desk Technician III

This is a fully remote position, open to applicants in Kansas.

📋 Description

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

• Ensure prompt resolution or appropriate escalation while following Service Level Objectives (SLOs).

• Deliver advanced initial resolution to avert additional escalations.

• Uphold superior service quality, quick response times, and clear communication focused on customer needs.

• Keep precise ticket documentation using service management tools such as ConnectWise Manage.

• Diagnose and resolve intricate client issues.

• Conduct root-cause analysis and implement sustainable solutions.

• Execute software upgrades and tackle system gaps or configuration issues.

• Update and preserve accurate client documentation.

• Recognize and relay infrastructure enhancements, performance optimizations, and security issues.

• Provide coaching and mentorship to fellow Ntivians.

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

• Make configuration adjustments to client infrastructure, including network hardware, organizational policies, and DNS records.

• Assist with additional responsibilities to support team objectives and business goals.

• Participate in a rotating on-call schedule.

• Effectively switch between tasks while keeping customers informed.

⛳️ Requirements

• 3–5 years of overall IT experience, with 1–3 years in a Tier 2 (or equivalent) support role.

• Strong expertise 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 management using “need-to-know” access principles.

• Practical experience with Microsoft 365, Microsoft Exchange, Google Workspace, and related email security technologies such as spam filtering.

• Familiarity 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 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 in endpoint management and security, encompassing software deployments, configuration management, antivirus solutions, device hardening, and mobile device support for iOS and Android.

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

• Cross-platform support experience, including familiarity with macOS environments.

• Strong diagnostic and troubleshooting capabilities, including identifying misconfigured services and recognizing when issues need escalation.

• Solid grasp of security tools, best practices, and compliance considerations.

• Ability to document technical processes, solutions, and Standard Operating Procedures (SOPs), and review and improve existing documentation.

• Strong problem-solving, organizational, and time-management skills.

• High attention to detail and a commitment to accuracy.

• Collaborative approach.

• Proven experience effectively engaging with clients, even in high-pressure or emotionally charged situations.

• Proficiency in professional communication in English, both written and verbally.

• Ability to compose business correspondence and process documentation.

• Capability to present information and address questions from managers, clients, and the general public.

• Willingness and ability to travel when necessary.

• Dedicated workspace that complies with Ntiva IT User and Security Policies.

• U.S. person status; employment visa sponsorship is not available.

• Preferred certifications include CompTIA Network+, CompTIA Security+, Cisco certifications, related Microsoft certifications, Microsoft Azure, Microsoft 365, Windows Server, Cisco/Meraki/WatchGuard security and networking certifications, and VMware VCP.

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

• Experience with a Managed Services Provider is desired.

• Familiarity with ITIL or other service management frameworks is a plus.

• Role involves extended periods of sitting or standing and regular use of computers and office equipment.

🏝️ Benefits

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

• 401k with company-matched contributions.

• 4% match on 5% contributions - 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) / PPO Plans.

• Employee Assistance Program.

• Paid Time Off (PTO).

• Volunteer Time Off (VTO).

• 8 Paid Holidays.

• 3 Floating Holidays.

• Education Reimbursement Program.

• Generous Employee Referral Program - cash bonuses for successful referrals.

• Dynamic Recognition and Rewards.

• Clear Promotion and Advancement Tracks.

• Opportunity to work with Industry-Leading Talent.

• Remote work arrangement available.

• Flexibility for infrequent travel.