Service Desk Technician III

Ntiva•Lombard, IL

47d•$60,000 - $75,000•Remote

About The Position

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. 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! 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 Lombard, IL Monday-Friday, 8am-5pm CST

Requirements

3-5 years of total IT experience, with at least 1-3 years at the Tier 2 or equivalent level, with advanced experience in IT support and administration
Expertise in supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications
Deep knowledge of Microsoft 365, Google Workspace, Microsoft Exchange, and related email technologies, including spam filters
Strong knowledge of at least one cloud platform and its console
Extensive experience with software deployments, configuration management, and endpoint security (AV, device hardening)
Proficiency with network hardware, including Firewalls, Managed Switches, WAPs, and VoIP phone support
Knowledge of RAID, NAS, and SAN concepts
Familiarity with Apple macOS
Expertise in supporting iOS and Android devices
Advanced skills in managing shared drive permissions, optimizing security groups, and implementing "need to know" access controls
Expertise in group policy management, including item-level filtering and security groups
Advanced experience with SSL VPN, Site-to-Site VPN, NAT/PAT policies, Access Rule Creation, and Advanced Routing
Extensive experience in Windows Server administration (Active Directory, Group Policy, DNS, DHCP, NPS, Print Management)
Advanced knowledge of virtualization technologies: VMware ESXi, Hyper-V, and Azure
Expertise in SSL Certificate creation, implementation, and management
Advanced diagnostic skills for resolving complex technical issues and identifying misconfigured services
Experience in providing escalation support and identifying imminent system failures for timely escalation
In-depth knowledge of security tools and best practices for securing client infrastructure
Ability to document technical processes and solutions clearly and accurately
Proficient in reviewing, refining, and creating Standard Operating Procedures (SOPs)
Strong problem-solving capabilities
Strong organizational and time-management skills, with the ability to manage multiple cases of varying difficulty from multiple clients
Strong attention to detail and accuracy
Excellent communication skills
Ability to foster a supportive and collaborative environment
Proven ability to effectively engage with clients, including resolving issues in high-pressure or emotionally charged situations
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

Nice To Haves

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

Responsibilities

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

Benefits

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