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 impact
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). Additionally, you will 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 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.
Location and Work Expectations
- 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 the Lombard, IL area.
- Monday-Friday, 8am-5pm CST
What you will be doing
- 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
Required Knowledge and Experience
- 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 groupsAdvanced 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)
You’ll be successful in this role
have experience in/with
- Strong problem-solving capabilities
- Strong organizational and time-management skills, with the ability to manage multiple cases of varying difficulty from multiple clients
- Strong attention to detail and accuracy
- Excellent communication skills
- Ability to foster a supportive and collaborative environment
- Proven ability to effectively engage with clients, including resolving issues in high-pressure or emotionally charged situations
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
- 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
Benefits and Perks
- Medical, Dental and Vision coverage for employee and family
- 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute 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
- Work with Industry-Leading Talent
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 a 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.
FLSA Status:
Salaried, Non-Exempt
Work Authorization Criteria
We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.
Workspace Requirements and Remote Work Policy
Team 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 Workforce
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, 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 10/21/25.
