Service Desk Technician III

This is a fully remote position, open to applicants in Maryland, +1 more state.

📋 Description

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

• Guarantee prompt resolution or appropriate escalation while complying with Service Level Objectives.

• Deliver advanced first-touch resolutions to minimize further escalations.

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

• Diagnose intricate client issues, conduct root-cause analyses, and implement enduring solutions.

• Execute software upgrades and address system gaps or configuration challenges.

• Update and sustain accurate client documentation.

• Identify and communicate enhancements to infrastructure, performance optimizations, and security issues.

• Coach and mentor fellow team members at Ntivian.

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

• Perform configuration updates to client infrastructure, including network devices, organizational policies, and DNS records.

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

⛳️ Requirements

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

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

• Proficient in supporting Windows Desktop and Server operating systems, Active Directory, Group Policy, DNS, DHCP, NPS, Print Management, and administration of shared drives/security groups.

• Experience with Microsoft 365, Microsoft Exchange, Google Workspace, and email security technologies.

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

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

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

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

• Cross-platform support experience, including macOS.

• Strong diagnostic and troubleshooting capabilities with the ability to recognize when escalation is necessary.

• Comprehension of security tools, best practices, and compliance considerations.

• Proficiency in documenting technical procedures, solutions, and Standard Operating Procedures (SOPs).

• Excellent problem-solving, organizational, and time-management abilities.

• High attention to detail and a strong commitment to accuracy.

• Proven experience in client engagement, including handling high-pressure or emotionally charged situations.

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

• Ability to draft business correspondence and process procedures.

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

• Candidates must reside in DC, Maryland, or Virginia.

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

• Ability to establish a dedicated and secure remote workspace.

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

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

• Experience with Managed Services Providers is a plus.

• Knowledge of ITIL or other service management frameworks is advantageous.

🏝️ Benefits

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

• 401k plan 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 enrollment in Short-Term Disability coverage.

• Long-Term Disability coverage provided by the company.

• Options for Health Savings Accounts (HSA) / PPO Plans.

• Access to an Employee Assistance Program.

• Paid Time Off (PTO).

• Volunteer Time Off (VTO).

• 8 Paid Holidays.

• 3 Floating Holidays.

• Education Reimbursement Program.

• Employee Referral Program with cash bonuses for successful referrals.

• Dynamic Recognition and Rewards system.

• Clear paths for Promotion and Advancement.

• Opportunity to work with Industry-Leading Talent.