Tier II Service Desk Technician

SNI Technology's client located in Colorado Springs, CO, is seeking to hire a talented Tier II 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 (i.e., Tuesdays/Thursdays). Remote work/work from home is available 3 days per week (i.e., Monday/Wednesday/Friday). NO C2C or sponsorship opportunities available!

General Purpose
Provides advanced service desk and technical support by resolving complex customer incidents and service requests. Installs, maintains, and repairs customer hardware, software, and systems, applying technical expertise to diagnose root causes and implement effective solutions. Acts as an escalation resource for Tier 1, recognizes systemic issues, and contributes to service improvement, mentoring, and documentation. Delivers 2nd-level support while providing 1st-level assistance as operationally required, 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.
• Intermediate troubleshooting, researching, implementing & optimizing resolutions to customer incidents and requests across hardware, software, network, and cloud environments.
• Diagnose root causes of recurring issues and implement effective corrective actions within approved standards and architecture.
• Perform system configuration, maintenance, and optimization activities within defined client environments.
• Provides remote & onsite technical assistance and training to client end users for higher-complexity client issues, including coordination with vendors when required.
• Ensure thorough documentation of technical work, decisions, and resolutions in the ticketing system and client documentation platforms.
• Identify patterns, risks, and opportunities for improvement within client environments and internal service delivery processes; communicate recommendations to leadership.
• Provides excellent customer service to clients and communicates effectively with clients via email, phone, and ticketing system.
• 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. Closes tasks & tickets timely.
• Creates and maintains client documentation in the document retention system.
• Recognizes opportunities to improve clients' technical environment, our technical environment & our business practices and procedures. Communicate improvements to leadership.
• Consistently meet utilization goals, SLA commitments, and quality expectations.
• Follows best practices in accordance with security guidelines, CMMC and HIPAA to protect client and company data and passwords.
• Performs on-call duties as required in the on-call rotation.
• Drives company owned vehicle when going onsite to a client's location or conducting other company business.
• Serve as an escalation resource for Tier 1 technicians, providing guidance, technical direction, and mentoring.
• Performs all other duties as assigned.

Job Qualifications
Knowledge, Skills, and Abilities:

• Strong working knowledge of workstations, servers, networks, and cloud technologies used in managed service environments in all areas listed in Experience section (below).
• In-depth understanding of Microsoft 365, Active Directory, identity management, and endpoint management tools.
• Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, firewalls, VPNs, and wireless technologies.
• Understanding of IT security controls, monitoring, and compliance frameworks applicable to MSP environments.
• Advanced critical thinking, troubleshooting and analytical skills to diagnose and resolve complex technical issues across multiple systems.
• Ability to interpret logs, alerts, and system behavior to identify root causes.
• Strong written and verbal communication skills for documenting work, mentoring Tier 1 staff, and interacting with clients.
• Ability to implement system changes, configurations, and optimizations within approved standards.
• Mentoring and coaching skills to support the development of Tier 1 technicians.
• Ability to independently resolve escalated incidents and service requests with minimal supervision.
• Ability to evaluate recurring issues and recommend corrective or preventive actions.
• Ability to prioritize work based on business impact, urgency, and SLA commitments.
• Ability to balance technical problem-solving with customer expectations and service quality.
• Knowledge of how an IT ticketing environment operates.
• 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.
• 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.

Education or Formal Training

• Bachelor's degree in Computer Science or related field, or equivalent combination of related education and experience (required).
• A+ Technology Certification or equivalent combination of related training and experience (required).
• Server+, Network+ & Security+ certifications or equivalent combination of related training and experience.
• Other relevant certifications are an advantage.

Experience Required:

• Minimum 10 years' professional experience (i.e., it doesn't need to be specific to IT but work experience within a professional/corporate work environment)
• Minimum of 4 years of progressively responsible IT experience in a service desk, desktop support, or systems support role.
• Demonstrated experience resolving escalated incidents and service requests beyond Tier 1 scope.
• Hands-on experience supporting and administering:
  • Microsoft and Apple operating systems
  • Microsoft 365 Cloud and common business applications
  • Active Directory and Group Policy
  • Server-based file services, permissions, and backups
  • Network Infrastructure including routing, switches, firewalls, wireless, VLANS, VPNs
  • WAN Technologies
• 3 years' experience working with:
  • Microsoft & Apple operating systems
  • Private & public VM cloud environments
  • Microsoft 365 cloud services
  • Network troubleshooting and optimization
  • Network mapping
  • Firewalls, switches, routing & wireless
  • WAN technologies
  • Internet security & data privacy
  • Active Directory & group policy
  • Automated system updates, system management, system imaging, and remote assistance
  • Servers running various Windows OS versions in standalone and virtualized environments
  • VPN
  • Azure
  • Server file shares & permissions
  • Printer networking
  • VoIP and PBX systems
  • Remote Desktop
• 2 years' experience working with:
  • User level & server backups
  • Internet filtering solutions
  • G-Suite Administrative Console
  • Apple MDM solutions
  • Camera system infrastructure
  • Cloud email & spam filters
  • Mobile device management
  • QuickBooks, Sage or other financial applications
  • Vendor RMAs
  • Other client business specific technology
• Experience mentoring junior technicians and providing technical guidance.
• Experience working in a fast-paced, high-pressure work environment with multiple time critical tasks simultaneously (required)
• Must have a valid Colorado Driver's License with a clean driving record and background check (required).

Compensation Range
The compensation for this position is in the range of $27.88 to $30.28 per hour during the 4-month contract duration of the assignment with a starting annual salary range of $58K to $63K upon converting to permanent. Please note your actual pay rate will be determined based upon your skills, knowledge, and abilities, including work experience - please talk with your recruiter to learn more.
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