Service Desk Technician III

McLean, VA, United States

Are you looking for limitless career opportunities? Do you have a growth mindset, and like to take initiative? If yes, then Ntiva is the right place for you! At Ntiva, we have a saying – “We exist to grow each other.” Our focus is helping each other, our clients and our families grow both personally and professionally. Sound like something you could get in to? Because as one of the fastest-growing Managed Services Companies in the country, we’re looking to fuel our team with powerhouse talent. With strategic locations across the U.S., and still led by our original founder Steven Freidkin, we specialize in helping organizations solve their complex IT challenges no matter where they are located. Definitely a fast-paced environment where we collectively battle escalating cyber-attacks and stay on top of fast changing technologies! Come explore one of our many opportunities!

How you’ll make an impact

As the Service Desk Technician III, you will be responsible for resolving the most complex and/or high-priority technical support incidents within the Service Desk department.

Summary of Location and Hours

This is a 100% remote position

Monday-Friday, 7am-4pm EST

Equipment is provided, must have home internet connectivity of at least 20 mbps upload and 20mbps download

What you will be doing Work and complete advanced support cases, providing exceptional support and consultation to clients via phone, email, and support tickets

Contact clients and vendors on behalf of Ntiva or clients

Articulate and share complex technical findings to management and clients in clear and concise understandable terms

Respond to escalations from clients and technicians

Work with team to ensure appropriate escalation and efficient resolution of high-level issues

Provide streamlined communication to Management regarding escalated issues

Clearly document all troubleshooting steps and relevant interaction details to facilitate a consistent customer support experience

Mentoring of front-line technicians

Ensure compliance with company standards, best practices, and procedures, as well as legal and regulatory standards

Creation/review of documentation, knowledge base articles, and new tools/utilities

Maintain proficiency in key technology areas through intentional, ongoing technical learning

Work flexible hours and business needs dictate

Participate in regular team meetings

Keep Manager apprised of any issues related to the department

Required Knowledge and Experience:

3-5 years of Service Desk experience, with at least 2 years at the Tier 2 or equivalent level

Networking standards and best practices: Physical layer, Switching, Routing, DNS, DHCP

VLANS, IP Subnetting, Wireless

Firewall/Router Configuration – Watchguard preferred: SSL VPN

Site-to-Site VPN

NAT/PAT Policies and Access rule creation

Advanced Routing

End User Device Support: Workstation hardware support

Windows, MAC OS X, iOS, Android operating systems

Server Support and Administration: Hardware support, including out-of-band management

Windows Server administration including but not limited to:

Active Directory, Group Policy, DNS, DHCP, NPS, Print Management

File share and NTFS permissions

Virtualization – VMWare ESXi, Hyper-V, and Azure

Creation, Implementation, and update of SSL Certificates

Exchange and Anti-Spam Solutions – On-Premises and online

Office 365 – Including: Applications, Exchange Online, SharePoint, OneDrive, and Licensing

Endpoint security, including AV, Device hardening, and User training

Backup and Disaster Recovery solutions, Storage solutions, and related technologies

VoIP maintenance and configuration

You’ll be successful in this role if you have experience in/with Strong problem-solving capabilities

Strong organizational and time-management skills, managing multiple cases of varying difficulty from multiple clients

Strong attention to detail and accuracy

Strong Communication skills

Understand the business impact of technical problems and solutions

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 Bachelor’s Degree in IT/MIS

Experience working for a Managed Services Provider

Job Performance Metrics Utilization of 78% or higher

CSAT score of 98% or higher

Complete and accurate case notes

Benefits and Perks Medical, Dental and Vision coverage for employee and family

401k + company matched contributions 4% match on 5% contribution – Employee and Company contribute after 90 days – 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

Paid Personal Time Off (PTO) + 2 Floating Holidays

Bonus plans

Tuition Reimbursement Program

Employee Assistance Program

Generous Employee Referral Program – the more you refer the more you earn!

Dynamic Recognition and Rewards

Work with Industry-Leading Talent

Clear Promotion and Advancement Tracks

The base pay range for this position is expected to be between $64,000.00 and $85,000.00 per year, plus an annual on-target bonus. 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 for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 7/3/24.