SNI Technology · 4 hours ago
Service Desk Technician
Colorado Springs, CO
Full-time
Hybrid
Senior Level, Lead/Staff
$31.25/hr - $36.05/hr
15+ years expSNI Technology’s client is seeking to hire a talented Tier III Service Desk Technician for a full-time, 4-month contract-to-hire position. The role involves maintaining and supporting client IT infrastructure, leading complex incident resolutions, and providing technical assistance to end users.
ConsultingHuman ResourcesInformation TechnologyStaffing Agency
No H1B
Hiring Manager
Natalie Siggins
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
Qualification
Required
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
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
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
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)
Must have a valid Colorado Driver's License with a clean driving record and background check (required)
Preferred
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
Experience working with Microsoft & Apple operating systems
Experience working with Microsoft 365 cloud services
Experience working with Private & public cloud environments
Experience working with User level & server backups
Experience working with System updates
Experience working with Advanced network troubleshooting and optimization
Experience working with Network mapping
Experience working with Firewalls, Switches, routing & wireless
Experience working with Internet filtering solutions
Experience working with WAN technologies
Experience working with Active Directory & group policy
Experience working with Automated system updates, system management, system imaging, and remote assistance
Experience working with PowerShell scripting
Experience working with VM Ware or Hyper V environments
Experience working with VPN
Experience working with Server file shares & permissions
Experience working with Server OS & file management
Experience working with Cloud email & spam filters
Experience working with Camera system infrastructure
Experience working with VoIP and PBX systems
Experience working with Mobile device management with JAMF, Addigy or Intune
Experience working with Printer networking
Experience working with G-Suite Administrative Console
Experience completing questionnaires & mitigating vulnerabilities identified in compliance for cyber security insurance, HIPAA, PCI & CMMC
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
Company
SNI Technology
SNI Technology is a staffing and recruiting company that provides database administration and technical placement services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2017-04-03Acquired
Company data provided by crunchbase