Apply on Employer Site

Ntiva, Inc. · 1 month ago

Service Desk Technician III

Lombard, IL

Full-time

Hybrid

Mid Level

$60K/yr - $75K/yr

3+ years exp

Ntiva, Inc. is a Managed Services Provider that values growth, innovation, and teamwork. They are seeking a Service Desk Technician III to manage and resolve elevated support desk tickets, ensuring timely resolution and maintaining high-quality service with a customer-focused mindset.

Information ServicesInformation Technology

No H1B

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

Qualification

Microsoft DesktopServerMicrosoft 365Windows Server administrationNetwork hardware supportCloud platform knowledgeSoftware deploymentsVirtualization technologiesGroup policy managementClient engagementProblem-solvingOrganizational skillsAttention to detailCommunication skillsCollaborative environmentTechnical documentation

Required

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 groups

Advanced 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)

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

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

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