Ntiva, Inc.

• Monitor & Investigate: Actively monitor security dashboards, queues, and alerts from various sources (automated tools, escalated tickets) to detect potential threats. • Incident Triage & Response: Conduct initial investigations into security alerts, perform rapid response actions like securing user accounts, and collect necessary log data for analysis. • Escalate Effectively: Analyze findings to determine the scope and severity of incidents, resolving straightforward issues and escalating complex cases to Level 2 Analysts with clear, concise information. • Security Tool Management: Review and implement authorized, routine changes to security tools, such as processing client exemption requests in the EDR or temporarily adjusting settings for testing. • Collaborate with the Security Team: Work closely with fellow analysts and security engineers, sharing information, participating in team discussions, and contributing to a collaborative security environment. • Engage with Users/Clients: Communicate professionally and clearly with end-users or clients to gather details about potential security issues, explain security procedures, and provide guidance during incident resolution. • Liaise Across Departments: Interact effectively with other teams (e.g., Reactive Support, Client Strategy, NOC) to coordinate security responses and share necessary information. • Document Actions: Maintain accurate and detailed records of investigations, actions taken, communications, and resolutions within ConnectWise. • Provide Support: Offer timely and helpful support related to security inquiries, upholding a professional and customer-service-oriented approach in all interactions.

• Fully participate and collaborate as a member of the NOC team • Respond and remediate alerts as they are generated during your specified shift • Maintain KPI’s related to response and availability • Provide clear and concise notes on tickets worked • Identify and escalate any issues with the alerting systems • Ensure all automated alerts and related cases are addressed according to Service Level Agreements (SLA) • Ability to troubleshoot and report on environment issues related to ISP, networks, servers, and hypervisors

• Lead discovery sessions to assess the client’s Microsoft 365 environment, data sources, security and compliance requirements, user personas, and priority use cases; document current state and requirements • Configure and deploy Claude securely within the client’s Microsoft 365 tenant — identity/SSO (Entra ID), permissions and data-access scopes, and integration with Microsoft 365 applications (Teams, SharePoint, Outlook, and others) • Deploy and tailor the catalog of pre-built skills (prompts, parameters, and data connections); test and validate behavior before go-live • Create and customize new skills beyond the pre-built catalog, and configure other Claude/AI solutions, to meet client-specific requirements • Establish the client’s AI governance framework: acceptable-use and data-handling policies, access controls, guardrails, audit logging, and alignment to applicable compliance frameworks (e.g., SOC 2, HIPAA, GDPR) • Train client administrators and end users; create runbooks and quick-start materials • Produce as-built/configuration documentation; manage scope, timeline, and stakeholders for each engagement • Own intake, triage, and resolution of client support requests; manage service-level agreements (SLAs) and response/resolution targets, and keep clients informed • Apply updates to Claude configuration and skills; track and adapt to Anthropic (Claude/model) and Microsoft 365 platform changes; keep integrations current and healthy • Proactively monitor usage, performance, and errors; run periodic health checks and resolve issues before they affect users • Continuously review AI governance adherence, audit logs, and usage-policy compliance; detect and remediate drift from the established framework • Gather user feedback; recommend new skills, optimizations, and version upgrades; manage the change pipeline • Serve as an ongoing client point of contact; run periodic reviews; produce usage/value and support reporting; surface renewal and expansion opportunities; coordinate escalations with Anthropic and Microsoft support

Role Description The Director, Operations GovCon serves as the strategic and operational leader responsible for all service delivery operations within Ntiva's Government Contracting vertical. You will lead service delivery and support operational roles in a fast-growing, compliance-driven vertical serving clients subject to CMMC, NIST 800-171, and CUI handling requirements. The role is charged with developing scalable, data-driven operational frameworks, leading through managers, and maintaining service stability. This is a build-and-grow seat: the Director must bring operational discipline to an environment that moves quickly. What you will be doing - Strategic Operations Leadership: Develop and execute market-specific operational strategies aligned with enterprise objectives and the GovCon growth roadmap, using operational data to diagnose, prioritize, and drive decisions. - Service Delivery Management: Lead service delivery managers, and support operational roles, ensuring consistent execution, healthy escalation paths, and efficient dispatch and resource allocation across the market. - Capacity & Demand Planning: Monitor capacity, utilization, and service delivery; build and maintain data models that inform staffing, scheduling, and profitability decisions. - Compliance-Aligned Operations: Operate service delivery within CUI handling, CMMC, and NIST 800-171 constraints, ensuring operational processes, documentation, and tool usage remain compliant by design. - Performance Management: Own service delivery KPIs, SLA/SLO adherence, and client satisfaction outcomes; report operational performance to market and enterprise leadership with data-backed analysis. - Talent Development: Lead hiring, onboarding, coaching, and succession planning for the service delivery organization; develop pod managers into stronger operational leaders. - Organizational Excellence: Maintain and improve operational documentation, process standards, and knowledge management across the market. - Client Excellence: Support executive escalations, participate in strategic client discussions, and deliver credible resolution plans in high-stakes situations. - Cross-Functional Leadership: Partner with compliance, cybersecurity, and enterprise teams; contribute to enterprise-wide initiatives and market-level go-to-market launches. Qualifications - 5–8 years of experience in technical operations or service delivery, including 2–4 years at a management level, preferably leading through managers or supervisors. - Demonstrated data-driven operational decision-making: pulling, analyzing, and presenting operational metrics to justify staffing, process, and investment decisions. - Proven ability to maintain operational stability in high-growth or rapidly changing environments. - Strong executive communication and strategic planning capabilities. - Advanced financial and business analysis skills; budget and P&L exposure. Requirements - 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 - ITIL, PMP Certifications. - Bachelor's degree a plus. - Experience with ticketing platforms (ConnectWise Manage) and PSA-driven operations preferred. - Experience operating in regulated or compliance-driven environments (GovCon, CMMC, NIST 800-171, FedRAMP, HIPAA, or similar) preferred; willingness and aptitude to operate within CUI constraints required. Benefits - 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. Compensation The base pay range for this position is expected to be between $100,000 and $150,000 per year, plus an annual on-target bonus of 10-15%. 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 Criteria Standard: We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa. This position requires U.S. citizenship due to federal government contract obligations and access to secured information systems. 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 7/22/26.

• Manage client service tickets, ensuring timely resolution or proper escalation • Assisting in the phone queue to handle client calls during part of your day, or as needed during high call volume surges • Maintain accurate ticket records using service management software (e.g., ConnectWise Manage) • Troubleshoot and resolve client issues, conducting root-cause analysis for recurring problems • Perform software upgrades and address system gaps or process issues • Create, update and maintain accurate client documentation • Identify and communicate infrastructure improvements and security concerns • Coach and mentor fellow Ntivians to enhance performance and support professional development • Adhere to industry best practices and ensure compliance with security and operational standards • Assist with additional duties to support team goals

• Accept incoming client troubleshooting calls and make outbound calls in response to email requests • Engage with clients via email, providing clear and prompt communication • Leverage your Windows proficiency, network skills and knowledge of inter-connectivity with servers and printers to prepare and set up laptops and desktops • Conduct basic client account administration in Office 365 and Active Directory • Track scheduled work, proactively communicating changes to all stakeholders, and promptly updating both the schedule and clients as needed • Log detailed case notes in Ntiva's ticketing system and other documentation platforms, ensuring clear and accurate records • Assess the need for documentation updates and inform management of any necessary changes • Maintain a positive and client-centric focus throughout all interactions, fostering trust and building strong client relationships • Maintain meticulous attention to detail to uphold accuracy and efficiency standards

Title: Systems Administrator II Location: Washington United States Job Description: 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 the Systems Administrator II, you will provide onsite technical support to clients. You will be responsible for implementing, maintaining, and improving client's network infrastructure. This position is an advocate for the client, ensuring Ntiva and the client are in alignment to reach the common goals of a secured and high-performance infrastructure that meets their business needs. Location and Work Expectations - This exciting opportunity involves working on-site with various clients throughout the Washington DC area, providing an immersive and dynamic work experience. - Must have a valid driver's license and insured vehicle. Some travel may require up to 1.5hr drive to location. - Monday - Friday; this role also includes participation in a rotating on-call schedule four times a year that includes weekends. What you will be doing - Attend scheduled client appointments daily to provide end user support and to maintain, upgrade and manage client infrastructures. - Responsible for Maintaining & Troubleshooting Local and Cloud Infrastructure - Maximize Monitoring Platform (CW-Automate) in monitoring endpoints - Complete recurring Preventative Maintenance Checklist (Evaluate networks to ensure networking devices and servers are up to date. Schedule downtime with clients on major upgrades.) - Ensure Network Infrastructure is secured, up to date, organized and documented. - Validate & Test Backup Solutions (File, Image, & Disaster Recovery) - Work with Operation teams in maintaining company technology standards - Work alongside the Solutions Architect Team in assisting with Analyzing, Designing, & Deploying New Technology - Provide excellent Customer Service & Support to End Users with IT Requests either onsite or remote (Installing, upgrading, & monitoring computer hardware & software). Work closely with the client POCs to resolve user's issues, set clear expectations, keep all communication clear, and prioritize workloads. - Responsible for keeping Documentation up to date - Work alongside Account Management Team in delivering great client experience in a timely fashion. Create new opportunities, cascade issues, report incidents. - Work closely with the Dispatch team in meeting client's schedule expectations. You'll be successful in this role if you have experience in/with - 3+ years of experience in the field of Information Technology - General MSP industry knowledge - Ability to maintain and occasionally implement a variety of networking technology: Firewalls, Switches, UPS, Servers, SANS, NAS, Printers, WAP, COMPUTER - Ability to administer & audit Office 365 end-user administrations - Ability to troubleshoot the following Windows server roles: GPO, DHCP, DNS, NPS, WSUS, IIS, AD, DFS - Service and troubleshoot end user issues (computer hardware, OS, software related) - Superior people skills - Ability to communicate and cooperate with various departments in order to obtain information needed - Ability to work under pressure, while maintaining a tactful and professional demeanor - Intermediate to advanced level of Microsoft Platforms - This position requires US Citizenship due to government contracts - Strong problem-solving capabilities - Valid driving license & traveling required - This role involves extended periods of sitting or standing and regular use of computers and office equipment Bonus Point if you have - Experience supporting technical environments governed by compliance and regulatory frameworks such as CMMC, ITAR, NIST, and related standards. - Experience within or supporting government agencies. - Desired certification: CMMC Registered Practitioner 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 Physical Requirements/Working Conditions - Must be able to lift up to 50 pounds frequently - Must be able to lift up to 75 pounds rarely - Must be able to perform frequent bending, kneeling, squatting, and turning. - Must be able to perform occasional reaching over shoulder height, waist level and from floor. - Must be able to work in a fast-paced environment. - Must be able to work in an unsupervised environment. - Must be able to drive/sit for extended periods of time. Equipment/Machinery Used - Two-wheel dolly. - Basic Tools (screwdrivers, vacuums, etc.) - Mobile phones - Laptops/Desktop computers The base pay range for this position is expected to be between $65,000 and $80,000 per year. 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, Exempt Work Authorization Criteria This position requires U.S. citizenship due to federal government contract obligations and access to secured information systems. 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.

• Provide strategic and operational cybersecurity and compliance guidance and serve as a trusted security advisor to Ntiva’s GovCon clients. • Lead CMMC Level 2 and broader compliance strategies for both prospective and existing clients. • Support new business pursuits while strengthening and expanding current relationships. • Work closely with Sales, Account Management, Engineering, and Delivery teams to align compliance initiatives with client business objectives and regulatory requirements. • Shape Ntiva’s go-to-market approach for compliance services, contributing to the standardization and maturity of the GovCon service stack. • Ensure a consistent, scalable, and high-quality client experience across delivery, compliance, and advisory services. • Conduct monthly security log reviews and oversee timely remediation activities to maintain CMMC Compliance. • Document and upload remediation results into the GRC platform. • Escalate critical security and compliance risks to GovCon leadership with clear impact and recommended actions. • Validate that all remediation efforts align with applicable regulatory and contractual requirements.

Role Description As the Senior Systems Engineer (SSE) you will primarily focus on project planning and design, implementation, documenting, and supporting a wide variety of client IT projects and initiatives. Strong customer relations and follow-up to ensure that service has been completed to customer's satisfaction are a must. You’ll need to be a team player, yet work well independently, and have excellent verbal and written communication skills. You will collaborate with Project Managers (PMs) and System Engineers (SEs) to implement and deploy IT solutions, while mentoring SEs on the technology stack and providing guidance on Engineering Execution Plans and project delivery best practices. Qualifications - At least 5 years of experience that is directly related to the duties and responsibilities specified - Certifications including Microsoft Role Based Certifications, CCNA/CCNP, VCP, etc. - 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 Requirements - Deploy advanced technical solutions including but not limited to new deployments and service modifications - Maintain minimum billable utilization of 75% - Provides excellent support to customers remotely or onsite as needed - Execute complex migrations and configurations - Communicates both internally and externally to progress, issues and scope changes needed - Able to pivot and provide solutions when plans do not meet the requirements - Provides input and recommendations to the team to assist with project creation and planning - Demonstrated knowledge of networking both physical and virtual - Demonstrated knowledge of cloud solutions (AWS, Azure or OCI) - Demonstrated knowledge of MDM Solutions (Intune/Autopilot) - Demonstrated knowledge of Virtualization, clustering, and high availability - Designs and build GPOs to enforce policy across organizations - Ability to install and configure virtual machine hosts - Ability to build Cloud servers and connect to on-premises machines - Configuration of AAD and DirSync to O365 - Ability to troubleshoot advanced applications and servers - Advanced building of networking configurations and firewall policies - Advanced understanding and design of AD structures and permissions - Understanding of clusters for various services - Advanced understanding of DNS both internally and externally - Expertise in windows configurations and services - Advanced understanding of O365 licenses, rules, configurations, and functionality Benefits - Medical, Dental and Vision coverage for employee and family - 401k + company-matched contributions 4% match on 5% contribution - 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 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

Role Description As a Service Desk Technician II, you will be responsible for managing day-to-day support desk tickets and serving as an elevated resource for client-initiated requests. Your primary focus will be to fully resolve tickets while adhering to Service Level Objectives (SLOs). Additionally, you will work to prevent escalations by providing 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. Qualifications - 2-3 years of Help Desk experience - Proficient in supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications - Solid knowledge of Microsoft 365, Google Workspace, Microsoft Exchange, and related email technologies including spam filters - Familiarity in navigating Hyper-V and VMware consoles to troubleshoot virtual machine storage and availability issues - Intermediate knowledge of at least one cloud platform and its console - Experience with software deployments - Familiar with network hardware, including Firewalls, Managed Switches, and WAPs - Familiarity with RAID, NAS, and SAN concepts - Familiarity with Apple macOS - Familiarity with VOIP phone support - iOS and Android experience - Experience generating vendor access accounts while adhering to industry security best practices - Ability to troubleshoot and resolve issues with secure remote access methods - Proficient in creating limited domain user accounts and delegating local server administration as needed - Knowledge of auditing and implementing "need to know" access control and permissions - Experience with managing shared drive permissions and optimizing the use of security groups (e.g., avoiding the default Domain Users group) - Experienced in optimizing, applying, and filtering group policies via item-level filtering and security groups - Familiarity with security tools and best practices for securing client infrastructure - Strong problem-solving skills with the ability to diagnose and resolve technical issues quickly - Capable of providing escalation support and identifying imminent system failures for timely escalation - Ability to identify misconfigured services or applications and escalate appropriately - Ability to document technical processes and solutions clearly - Proficient in reviewing, refining, and creating Standard Operating Procedures (SOPs) Requirements - 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 understand the business impact of technical problems and solutions - Ability to foster a supportive and collaborative environment - Ability to translate complex technical concepts into simple, easy-to-understand language for non-technical end users - This role involves extended periods of sitting or standing and regular use of computers and office equipment Benefits - The base pay range for this position is expected to be between $48,000 and $55,000 per year, plus an annual on-target bonus. - 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. Company Description 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.