Service Desk Technician III

Ntiva-posted 2 months ago
$60,000 - $75,000/Yr
Full-time • Mid Level
Remote • Lombard, IL
Professional, Scientific, and Technical Services
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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!

  • 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
  • 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)
  • 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
  • Medical, Dental and Vision coverage for employee and family
  • 401k + company-matched contributions 4% match on 5% contribution - no vesting period!
  • 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
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