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 (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
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 (e.g., 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 (e.g., 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 (i.e., 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:
  • Networks, Network architecture, routing, switching, firewalls, servers, cloud computing, security and WAN technologies (required)
  • Server infrastructure, virtualization platforms, and storage
  • Cloud Platforms, identity systems, and security controls
  • Incident response, root cause analysis, and long-term remediation
  • Compliance, security assessments, and risk mitigation (e.g., HIPAA, PCI, CMMC)
  • Automation, scripting, or advanced system management tools
• 4 years' experience working with:
  • Microsoft & Apple operating systems
  • Microsoft 365 cloud services
  • Private & public cloud environments
  • User level & server backups
  • System updates
  • Advanced network troubleshooting and optimization
  • Network mapping
  • Firewalls, Switches, routing & wireless
  • Internet filtering solutions
  • WAN technologies
  • Active Directory & group policy
  • Automated system updates, system management, system imaging, and remote assistance
  • PowerShell scripting
  • VM Ware or Hyper V environments
  • VPN
  • Server file shares & permissions
  • Server OS & file management
  • Cloud email & spam filters
• 2 years' experience working with:
  • Camera system infrastructure
  • VoIP and PBX systems
  • Mobile device management with JAMF, Addigy or Intune
  • Printer networking
  • G-Suite Administrative Console
  • Completing questionnaires & mitigating vulnerabilities identified in compliance for cyber security insurance, HIPAA, PCI & CMMC
  • 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).

Compensation Range
The compensation for this position is in the range of $31.25 to $36.05 per hour during the 4-month contract duration of the assignment with a starting annual salary range of $65K to $75K 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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