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!

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.

• 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.

• 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.
• 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.
• Ability to build strong working relationships internal and external to the organization.
• Ability to apply common sense understanding to carry out…