Service Desk Technician III

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.

About the role

As a Service Desk Technician III, you will manage and resolve elevated support desk tickets escalated from Tier 2 or directly assigned when necessary. Your primary focus will be fully resolving complex tickets while adhering to Service Level Objectives (SLOs). You will also 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 is essential. The ideal candidate thrives in a fast-paced environment, demonstrates the ability to switch quickly between tasks, and keeps 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 needed, though such travel is expected to be infrequent. This role is open only to candidates physically located in or near Kansas City, KS.

Schedule: 8:00am to 5:00pm CST, Monday - Friday. This role includes participation in a rotating on-call schedule.

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

Requirements

• 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
• 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

Preferred Qualifications

• CompTIA Network+ and Security+ certifications
• Cisco certifications
• Related Microsoft certifications (e.g., Microsoft Azure, Microsoft 365, Windows Server)
• Security and networking certifications from Cisco, Meraki, Watchguard, etc.
• VMware VCP certification
• Bachelor’s Degree in Computer Science, Information Systems, Engineering, or other related discipline
• Experience working for a Managed Services Provider
• Knowledge of ITIL or other service management frameworks

Benefits

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

Pay

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 also includes medical benefits, 401(k) eligibility, and PTO.

Workspace Requirements

Team members must establish a dedicated safe workspace free from distractions and hazards, and secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies, such as password-protecting all equipment, keeping confidential documents secure, refraining from using public Wi-Fi, and ensuring adequate arrangements to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from the normal dedicated workspace must be requested, reviewed by management, and adhere to Ntiva policies.