Help Desk Support/Technical Support - Remote

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. 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. 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. 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). 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. 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 DC, Maryland, or Virginia. Schedule: Monday through Friday, 8:00am to 5:00pm EST 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., 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. Identify and communicate infrastructure improvements, performance optimizations, and security concerns Coach and mentor fellow Ntivians to enhance performance and support professional development 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 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., 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 Ability to clearly document technical processes, solutions, and Standard Operating Procedures (SOPs), as well as review and refine existing documentation 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 Bonus points for: CompTIA Network+ Related Microsoft certifications Microsoft Azure Microsoft 365 Windows Server Networking certifications from Cisco, Meraki, Watchguard, etc. VMware VCP 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 Medical, Dental and Vision coverage for employee and family 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! The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa. Workspace Requirements and Remote Work Policy 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. 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, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment. Application Deadline: Applications will be accepted until 11/13/26.