Tier II Service Desk Technician

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0253 posted by SNI Technology on behalf of CCS IT Pros

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 (Tuesdays/Thursdays). Remote work/work from home is available 3 days per week (Monday/Wednesday/Friday).

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.

• 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.

• 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…