Service Desk Technician III

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 remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. To best support our clients and team, this role is open only to candidates who are physically located in or near Kansas City, KS.
• Schedule: 8:00am to 5:00pm CST, Monday - Friday. This role also includes participation in a rotating on-call schedule.

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., ConnectWise 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

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• 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, 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 problem-solving, organizational, and time-management skills, with the ability to manage multiple client cases of varying complexity

• High attention to detail and a commitment to accuracy

• A collaborative mindset and the ability to contribute positively to a supportive team environment

• Proven experience engaging with clients effectively, including navigating high-pressure or emotionally charged situations
• This role involves extended periods of sitting or standing and regular use of computers and office equipment

Required language skills

• Ability to communicate professionally, in English, both written and orally

• Ability to write business correspondence and process procedures

• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Bonus points for

• Desired certifications:

• CompTIA Network+

• CompTIA Security+

• Cisco certifications

• 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

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + 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 - cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent

The base pay range for this position is expected to be between $70,000 and $80,000 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

FLSA Status: Salaried, Non-Exempt

Work Authorization Criteria

We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Workspace Requirements and Remote Work Policy

Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.

Our Commitment to a Diverse Workforce, + Shawnee, KS

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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.