Service Desk Technician III
: Job Details :

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 within the Dental Division, you'll be a vital member of our team 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.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 infrequentWhat you will be doingClient Service & Support* Work and resolve advanced support cases while providing exceptional consultation to clients via phone, email, and support tickets.* Act as a point of escalation for clients and technicians, ensuring timely and accurate resolutions.* Contact clients and vendors on behalf of Ntiva or clients, maintaining professional and courteous communication.* Clearly articulate and share complex technical findings with management and clients in terms they can understand.* Mentor and support front-line technicians to strengthen the overall service desk team.* Build and maintain strong client relationships by consistently delivering excellent service and support.IT Service and Support Functions* Diagnose, troubleshoot, and resolve advanced issues across end-user devices, servers, and networking infrastructure.* Work with team members to ensure proper escalation paths and efficient resolution of high-level incidents.* Provide streamlined and proactive communication to management regarding escalated issues and client impact.* Ensure compliance with company standards, industry best practices, and regulatory requirements, including HIPAA where applicable.* Create, review, and update technical documentation, knowledge base articles, and support tools/utilities.* Participate in projects and advanced technical tasks as assigned by leadership.* Participate in the on-call rotation and work flexible hours as business needs dictate.Documentation, Reporting, and Knowledge Sharing* Clearly document all troubleshooting steps and relevant details in tickets to maintain consistency in client support.* Regularly update and maintain documentation for client configurations, processes, and internal tools.* Communicate progress, changes, and upcoming maintenance activities with clients.* Report recurring issues, risks, or client concerns to management for review and resolution.* Participate in team meetings and contribute insights for improving service delivery.Professional Development* Maintain proficiency in key technology areas through ongoing technical training and intentional learning.* Stay current on evolving IT standards, security requirements, and industry tools.* Seek and maintain relevant industry certifications to strengthen technical expertise.Administrative* Enter detailed notes and time worked on each service ticket.* Submit all time entries daily and timesheets weekly by required deadlines.* Keep management apprised of department-related issues, escalations, or risks.You'll be successful in this role if you have:* A minimum of 4+ years of Dental IT support experience, with at least 1 year in a Tier 2 or higher technical role.* Dental Hardware Experience:* Intraoral Cameras* Intraoral Sensors* Intraoral Scanners* Extraoral Sensors (CBCT / Pano / Ceph)* Vitals Monitors* Recent experience supporting dental-related IT environments (preferred).* Strong troubleshooting and problem-solving abilities, with the ability to handle multiple complex cases simultaneously.* Proven ability to support Windows, macOS, iOS, and Android operating systems.* Experience configuring and troubleshooting firewalls, routers, switches, and wireless networking (Fortinet/WatchGuard preferred).* Knowledge of networking standards and best practices, including DNS, DHCP, VLANs, IP subnetting, and advanced routing.* Proficiency with Windows Server administration, including Active Directory, Group Policy, DNS/DHCP, file/print management, and NTFS permissions.* Experience with virtualization (VMware ESXi, Hyper-V, Azure).* Familiarity with Exchange (on-prem and online), Office 365 administration, SharePoint, OneDrive, and licensing.* Experience with SSL certificates, endpoint security, VoIP, and backup/disaster recovery solutions.* Ability to explain technical issues clearly to non-technical audiences.* Excellent organizational skills, attention to detail, and ability to manage competing priorities.Required Language Skills* Ability to communicate professionally, in English, both written and orally.* Ability to draft clear business correspondence, technical documentation, and process procedures.* Comfort presenting information to clients, colleagues, and management.Bonus Points For* Bachelor's degree in IT, MIS, or a related technical field.* Experience working for a Managed Services Provider (MSP).* Experience supporting dental or medical IT environments.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 TalentThe base pay range for this position is expected to be between $60,000 and $75,000 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-ExemptWork Authorization CriteriaWe 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 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 09/26/25.