> Markdown version of [/jobs/ext/2168983-service-desk-technician-iii](https://www.wearedevelopers.com/jobs/ext/2168983-service-desk-technician-iii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician III - **Company:** Ntiva, Inc. - **Location:** Leawood, KS, United States (Remote available) - **Salary:** $70,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Antivirus Softwares, Apple IOS, Apple Mac Systems, Microsoft Azure, Cloud Computing, Configuration Management, CompTIA Network+, CompTIA Security+, Information Systems, Microsoft Management Console, Dynamic Host Configuration Protocol, Desktop Computing, RAID, Domain Name System (DNS), Email Filtering, Email Production, VMware ESX Servers, Microsoft Exchange Server, Hyper-V, Networking Hardware, Virtual Private Networks (VPN), Windows Servers, Routing, Performance Tuning, Software Deployment, Virtualization Technology, Windows Desktop, Wireless Access Point, Internet Protocol Telephony, Transport Layer Security, Wireless Application Protocol (WAP), Cloud Platform System, Computer Network Technologies, Cyber Threat Analysis, Firewalls (Computer Science), Information Technology, Gsuite, Cisco, Server Operating Systems & Platforms, Vmware - **Published:** August 21, 2026 - **Apply:** https://www.careerjet.com/job/us1cefcdf93a6e73053cde00f779f7f805/eaa ## About the Role * 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 ## Description 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 * Make configuration updates to existing client infrastructure, including network devices, organizational policies, and DNS records, Part-Time Tire Technician At Discount Tire, we change more than tires. We make dreams come true. As a Part-Time Tire Technician, you are the backbone of our success, keeping … + 6 days ago, Part-Time Tire Technician At Discount Tire, we change more than tires. We make dreams come true. As a Part-Time Tire Technician, you are the backbone of our success, keeping … + 8 days ago ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)