Tier III Service Desk Technician

SNI Technology’s client located in Colorado Springs, CO, is seeking to hire a talented Tier III Service Desk Technician for an exciting, full-time, 4-month contract-to-hire position. Please note this is a hybrid position and onsite work is required 2 days per week ([FILTERED], Tuesdays/Thursdays). Remote work/work from home is available 3 days per week ([FILTERED], Monday/Wednesday/Friday). NO C2C or sponsorship opportunities available!

General Purpose Maintains, monitors, and supports client IT infrastructure, including network, server, cloud, and security systems. Leads the resolution of high-impact, complex incidents and recurring problems through advanced troubleshooting, root cause analysis, and long-term remediation. Serves as the highest escalation point for technical issues, mentors lower-tier technicians, and collaborates with client leadership and vendors. Delivers 3rd-level support while providing lower-level assistance as needed, in a manner that builds customer trust and confidence in the organization.

Essential Duties and Responsibilities: • Builds teamwork and company culture in accordance with company values. • Maintain, monitor, and support client IT infrastructure, including network, server, cloud, security, and business-critical systems. • Lead the resolution of high-impact, complex incidents and systemic problems through advanced troubleshooting, root cause analysis, and long-term remediation. • Provides remote & onsite technical assistance and training to client end users. • Collaborate with client leadership, internal stakeholders, and third-party vendors to plan and implement infrastructure changes, upgrades, and improvements. • Develop, review, and enforce technical standards, best practices, and documentation to ensure consistency, security, and scalability across client environments. • Provides excellent customer service to clients and communicates effectively with clients via email, phone and ticketing system. • Complies with internal SLAs & utilization goals. • Escalates work to leadership and/or higher-level tech when assigned work cannot be resolved in a timely manner. • Accurately documents work performed, customer interaction and time worked in Ticketing System with clear & concise ticket notes, emails & documentation. Closes tasks & tickets timely. • Creates and maintains client documentation in the document retention system • Recognizes issues & opportunities to improve clients’ technical environment, our technical environment & our business practices and procedures & executes corrective strategies in alignment with business objectives. • Follows best practices and ensures compliance in accordance with security guidelines, CMMC, HIPAA, PCI and cybersecurity insurance standards to protect client and company data and passwords. • Lead incident response, remediation planning, and post-incident review efforts. • Provides technical leadership, mentoring and training for lower-level technicians. • Performs on-call duties as required in the on-call rotation or a non-routine schedule with after-hours evening & weekend work as needed. • Performs all other duties as assigned.

Job Qualifications Knowledge, Skills, and Abilities: • Expert-level troubleshooting experience and root cause analysis skills for high-impact, complex, and cross-domain technical issues in all areas listed in Experience section. • Expert-level knowledge of enterprise IT infrastructure, including network architecture, server platforms, cloud services, security controls, and identity systems. • Advanced knowledge of cybersecurity practices, compliance requirements, and regulatory frameworks ([FILTERED], HIPAA, PCI, CMMC). • Advanced knowledge of business operations and how technology decisions impact client risk, cost, and continuity. • Knowledge of how an IT ticketing environment operates. • Excellent critical thinking, problem solving & technical troubleshooting skills. • Excellent documentation skills including writing clear & concise ticket notes, emails & client documentation. • Excellent customer service skills. • Ability to communicate effectively, both orally and in writing. • Strong ability to embrace & gain competence in new technologies. • Ability to adapt to changes in task priorities. • Organizing & time management skills. • Ability to build strong working relationships internal and external to the organization. • Ability to apply common sense understanding to carry out instructions furnished in written or oral form & apply learned skills to similar tasks. • Ability to perform all duties and responsibilities in a timely and effective manner in accordance with policies, programs, and guidelines to achieve the overall objectives of the position. • Must have high emotional intelligence, the ability to monitor & regulate one’s own and others’ emotions and to use emotions to facilitate one’s thought & actions. The ability to process through emotions to act on solving issues. • Ability to lead client leadership & vendors through implementing solutions with a designated plan. • Ability to assess risk, trade-offs, and business impact when recommending or implementing solutions. • Ability to convey urgency, impact & concise details of issues. • Ability to be developed including receiving direction well from escalated resources & changing behavior based on that direction. • Excellent training & mentoring skills. • Ability to serve as the final escalation point and make sound technical decisions under pressure. • Ability to lead incident response, remediation planning, and post-incident review efforts. • Must be a team player.

Education or Formal Training • Bachelor's degree in Computer Science or related field, or equivalent combination of related education and experience (required). • Server+ and Network+ certifications or equivalent combination of related training and experience. • CCNA certification is an advantage. • Security+, and Cloud+ certifications are an advantage. • Specialized vendor or platform certifications ([FILTERED], Microsoft, cloud providers, firewall vendors, MDM platforms, JSS/JAMF Pro) are an advantage Other relevant certifications are an advantage.

Experience Required: • Minimum 15 years’ professional experience ([FILTERED], it doesn’t need to be specific to IT but work experience within a professional/corporate work environment) • Minimum of 6 years’ IT experience supporting and optimizing complex, multi-client or enterprise IT environments with significant responsibility in: o Networks, Network architecture, routing, switching, firewalls, servers, cloud computing, security and WAN technologies (required) o Server infrastructure, virtualization platforms, and storage o Cloud Platforms, identity systems, and security controls o Incident response, root cause analysis, and long-term remediation o Compliance, security assessments, and risk mitigation ([FILTERED], HIPAA, PCI, CMMC) o Automation, scripting, or advanced system management tools • 4 years’ experience working with: o Microsoft & Apple operating systems o Microsoft 365 cloud services o Private & public cloud environments o User level & server backups o System updates o Advanced network troubleshooting and optimization o Network mapping o Firewalls, Switches, routing & wireless o Internet filtering solutions o WAN technologies o Active Directory & group policy o Automated system updates, system management, system imaging, and remote assistance o PowerShell scripting o VM Ware or Hyper V environments o VPN o Server file shares & permissions o Server OS & file management o Cloud email & spam filters • 2 years’ experience working with: o Camera system infrastructure o VoIP and PBX systems o Mobile device management with JAMF, Addigy or Intune o Printer networking o G-Suite Administrative Console o Completing questionnaires & mitigating vulnerabilities identified in compliance for cyber security insurance, HIPAA, PCI & CMMC o Other client business specific technology • Experience leading technical initiatives, mentoring staff, and collaborating with vendors and client leadership. • Demonstrated ability to manage high-impact incidents and make sound technical decisions under pressure. • Experience working in a fast-paced, high-pressure work environment with multiple time critical tasks simultaneously. • Experience leading incident response, remediation planning, and post-incident review efforts. • Must have a valid Colorado Driver’s License with a clean driving record and background check (required).