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. This is a hybrid role with onsite work required 2 days per week ([FILTERED], Tuesdays/Thursdays) and remote work 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, building 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 (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…