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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician III - **Company:** Ntiva, Inc. - **Location:** Washington, DC, United States (Remote available) - **Salary:** $70,000.0 - $76,000.0 - **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, Transmission Control Protocol (TCP), Virtual Local Area Networks, Virtualization Technology, Windows Desktop, Wireless Access Point, Wi-Fi Technology, Computer Networking Systems, Internet Protocol Telephony, Transport Layer Security, Wireless Application Protocol (WAP), Cloud Platform System, Computer Network Technologies, Firewalls (Computer Science), Microsoft InTune, Information Technology, Banner Advertisement, Gsuite, Cisco, Server Operating Systems & Platforms, Vmware - **Published:** October 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=933cbaeb85be561c ## 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 * Strong networking skills, including firewalls and VLANs; a clear understanding of the differences between TCP and UDP; and the ability to explain how an email packet moves. * Experience with system volume folders in a server environment, Hyper-V clusters, eDiscovery, and macOS environments. * Experience with Intune and email banners. * Ability to modify servers by changing allocations and resources, troubleshoot and update VPN tunnels, and demonstrate a firm understanding of server records and certificates. * Efficent in Connectwise and know and understands Datto RMM * 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+ * 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 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., * 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, 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.