Ntiva
Service Desk Technician III
Ntiva, Mc Lean, Virginia, us, 22107
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!
How you’ll make an impactAs the Service Desk Technician III for the dental division, you will be responsible for resolving the most complex and/or high-priority technical support incidents within the division and participate in junior engineer coaching and cross training.
Summary of Location and Hours
This is a 100% remote positionMonday-Friday, 8am-5pm CSTEquipment is provided, must have home internet connectivity of at least 20 mbps upload and 20mbps download and a private home officeWhat you will be doing
Work and complete advanced support cases, providing exceptional support and consultation to clients via phone, email, and support ticketsContact clients and vendors on behalf of Ntiva or clientsArticulate and share complex technical findings to management and clients in clear and concise understandable termsRespond to escalations from clients and techniciansWork with team to ensure appropriate escalation and efficient resolution of high-level issuesProvide streamlined communication to Management regarding escalated issuesClearly document all troubleshooting steps and relevant interaction details to facilitate a consistent customer support experience
Mentoring of front-line techniciansEnsure compliance with company standards, best practices, and procedures, as well as legal and regulatory standardsUnderstand the responsibilities and obligation for discretion and appropriate use of HIPAA protected information during the course of your workCreation/review of documentation, knowledge base articles, and new tools/utilitiesMaintain proficiency in key technology areas through intentional, ongoing technical learningWork flexible hours as business needs dictateParticipate in on-call rotationParticipate in regular team meetingsKeep Manager apprised of any issues related to the department
Required Knowledge and Experience
3-5 years of Service Desk experience, with at least 1 year at the Tier 2 or equivalent level
Networking standards and best practices:
Physical layer, Switching, Routing, DNS, DHCPVLANS, IP Subnetting, WirelessFirewall/Router Configuration – Watchguard + Fortinet preferred:
SSL VPNSite-to-Site VPNNAT/PAT Policies and Access rule creationAdvanced RoutingEnd User Device Support:
Workstation hardware supportWindows, MAC OS X, iOS, Android operating systemsPeripherals such as printers, scanners, sensors, cameras, vitals monitors, etcServer Support and Administration:
Hardware support, including out-of-band managementWindows Server administration including but not limited to:Active Directory, Group Policy, DNS, DHCP, NPS, Print ManagementFile share and NTFS permissions
Virtualization – VMWare ESXi, Hyper-V, and AzureCreation, Implementation, and update of SSL CertificatesExchange and Anti-Spam Solutions – On-Premises and onlineOffice 365 – Including: Applications, Exchange Online, SharePoint, OneDrive, and LicensingEndpoint security, including AV, Device hardening, and User trainingBackup and Disaster Recovery solutions, Storage solutions, and related technologiesVoIP maintenance and configurationYou’ll be successful in this role if you have experience in/with
Strong problem-solving capabilitiesStrong organizational and time-management skills, managing multiple cases of varying difficulty from multiple clientsStrong attention to detail and accuracyStrong Communication skillsUnderstand the business impact of technical problems and solutionsRequired language skills
Ability to communicate professionally, in English, both written and orallyAbility to write business correspondence and process proceduresAbility to effectively present information and respond to questions from groups of managers, clients, and the general publicBonus points for
Bachelor’s Degree in IT/MISExperience working for a Managed Services ProviderExperience working with dentists, oral surgery/specialty, or other medical fieldJob Performance Metrics
Utilization of 78% or higherCSAT score of 98% or higherComplete and accurate case notesBenefits and Perks
Medical, Dental and Vision coverage for employee and family401k + 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 OptionsPaid Time Off (PTO) + 2 Floating HolidaysTuition Reimbursement ProgramEmployee Assistance ProgramGenerous Employee Referral Program – the more you refer the more you earn!Dynamic Recognition and RewardsWork with Industry-Leading Talent
Clear Promotion and Advancement Tracks
The base pay range for this position is expected to be between $60,000.00 and $75,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to 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.
Work Authorization CriteriaWe welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa.
Workspace Requirements and Remote Work PolicyTeam members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. 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.
Our Commitment to a Diverse WorkforceAt 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, 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:
The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 11/22/24.
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!
How you’ll make an impactAs the Service Desk Technician III for the dental division, you will be responsible for resolving the most complex and/or high-priority technical support incidents within the division and participate in junior engineer coaching and cross training.
Summary of Location and Hours
This is a 100% remote positionMonday-Friday, 8am-5pm CSTEquipment is provided, must have home internet connectivity of at least 20 mbps upload and 20mbps download and a private home officeWhat you will be doing
Work and complete advanced support cases, providing exceptional support and consultation to clients via phone, email, and support ticketsContact clients and vendors on behalf of Ntiva or clientsArticulate and share complex technical findings to management and clients in clear and concise understandable termsRespond to escalations from clients and techniciansWork with team to ensure appropriate escalation and efficient resolution of high-level issuesProvide streamlined communication to Management regarding escalated issuesClearly document all troubleshooting steps and relevant interaction details to facilitate a consistent customer support experience
Mentoring of front-line techniciansEnsure compliance with company standards, best practices, and procedures, as well as legal and regulatory standardsUnderstand the responsibilities and obligation for discretion and appropriate use of HIPAA protected information during the course of your workCreation/review of documentation, knowledge base articles, and new tools/utilitiesMaintain proficiency in key technology areas through intentional, ongoing technical learningWork flexible hours as business needs dictateParticipate in on-call rotationParticipate in regular team meetingsKeep Manager apprised of any issues related to the department
Required Knowledge and Experience
3-5 years of Service Desk experience, with at least 1 year at the Tier 2 or equivalent level
Networking standards and best practices:
Physical layer, Switching, Routing, DNS, DHCPVLANS, IP Subnetting, WirelessFirewall/Router Configuration – Watchguard + Fortinet preferred:
SSL VPNSite-to-Site VPNNAT/PAT Policies and Access rule creationAdvanced RoutingEnd User Device Support:
Workstation hardware supportWindows, MAC OS X, iOS, Android operating systemsPeripherals such as printers, scanners, sensors, cameras, vitals monitors, etcServer Support and Administration:
Hardware support, including out-of-band managementWindows Server administration including but not limited to:Active Directory, Group Policy, DNS, DHCP, NPS, Print ManagementFile share and NTFS permissions
Virtualization – VMWare ESXi, Hyper-V, and AzureCreation, Implementation, and update of SSL CertificatesExchange and Anti-Spam Solutions – On-Premises and onlineOffice 365 – Including: Applications, Exchange Online, SharePoint, OneDrive, and LicensingEndpoint security, including AV, Device hardening, and User trainingBackup and Disaster Recovery solutions, Storage solutions, and related technologiesVoIP maintenance and configurationYou’ll be successful in this role if you have experience in/with
Strong problem-solving capabilitiesStrong organizational and time-management skills, managing multiple cases of varying difficulty from multiple clientsStrong attention to detail and accuracyStrong Communication skillsUnderstand the business impact of technical problems and solutionsRequired language skills
Ability to communicate professionally, in English, both written and orallyAbility to write business correspondence and process proceduresAbility to effectively present information and respond to questions from groups of managers, clients, and the general publicBonus points for
Bachelor’s Degree in IT/MISExperience working for a Managed Services ProviderExperience working with dentists, oral surgery/specialty, or other medical fieldJob Performance Metrics
Utilization of 78% or higherCSAT score of 98% or higherComplete and accurate case notesBenefits and Perks
Medical, Dental and Vision coverage for employee and family401k + 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 OptionsPaid Time Off (PTO) + 2 Floating HolidaysTuition Reimbursement ProgramEmployee Assistance ProgramGenerous Employee Referral Program – the more you refer the more you earn!Dynamic Recognition and RewardsWork with Industry-Leading Talent
Clear Promotion and Advancement Tracks
The base pay range for this position is expected to be between $60,000.00 and $75,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to 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.
Work Authorization CriteriaWe welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa.
Workspace Requirements and Remote Work PolicyTeam members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. 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.
Our Commitment to a Diverse WorkforceAt 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, 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:
The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 11/22/24.