Service Desk Technician III

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RainTech is a growing Managed Service Provider (MSP/MSSP) in downtown Colorado Springs that started in 2001, and we are excited to offer a position for a full-time Service Desk Technician III who wants to grow with us! Join a team of professionals passionate about best-in-class service!

Job Description

At RainTech, the Service Desk Technician III is an adaptable, technically skilled, and proactive engineer. This role focuses on handling escalated technical issues, performing deep-dive troubleshooting, building automation, and working collaboratively with internal and external clients to support and enhance client environments. A Service Desk Technician III at RainTech thrives on solving complex problems, automating repeatable processes, and is excited about continuous learning and applying expertise across a wide range of technologies and scenarios.

Key Responsibilities

  • Resolve escalated technical issues by working directly with support staff and clients
  • Perform root cause analysis and implement long-term solutions, including automation and preventive measures
  • Assist with support queue and inbound calls during high volume periods or coverage gaps
  • Become an expert in internal management and automation tools, develop scripts, integrations, and process improvements
  • Collaborate with internal departments and external vendors on project work and escalations
  • Create and maintain documentation, including troubleshooting processes, standard procedures, and walkthroughs
  • Maintain high standards of communication and follow-through on tasks and resolutions
  • Participate in on-call rotation to support client needs outside of regular business hours
  • Assist in maintaining and improving internal documentation and standards
  • Demonstrate a commitment to continuous growth through ongoing education, training, feedback, and innovation

Qualifications

  • (Required) Experience in Systems Administrator role
  • (Preferred) Experience in a Managed Service Provider (MSP) environment
  • (Required) Demonstrated knowledge of Office 365 and Exchange Online Administration, including SharePoint Online, EntraID, Defender Security, Conditional Access, Teams and Modern Work methodology with a high level of PowerShell (MCSA or 4+ years)
  • (Required) Demonstrated knowledge of Microsoft Windows Desktop and Server Operating System (MCSA or 7+ years)
  • (Required) Demonstrated knowledge of Remote Desktop Server – Performance, Management and Administration (MCSA or 5+ years)
  • (Required) Demonstrated knowledge of Active Directory, Group Policy, and DNS Administration (MCSA or 6+ years)
  • (Required) Demonstrated knowledge of LAN/WAN/VPN (3+ years)
  • (Required) Demonstrated ability to build rapport with clients and provide friendly, effective support
  • (Required) Proficiency with ticketing systems, remote support tools, and third-party remote management and monitoring platforms
  • (Required) Experience with Layer 3 Networking/Routing/Firewalls
  • (Preferred) Experience with Professional Services Automation including ticketing, project management and workflow automation
  • (Required) Experience with server virtualization, management, and automation
  • (Preferred) Experience with server performance monitoring and optimization

Required Skills

  • Ability to thrive in both independent and collaborative roles
  • Strong sense of empathy and client understanding
  • Critical thinking and sound decision-making
  • Effective problem-solving abilities
  • Conflict resolution and interpersonal skills
  • Excellent written and verbal communication
  • Professional demeanor and conduct

This position reports to: Service Desk Manager

Work Environment

Downtown Colorado Springs, CO
Monday through Friday 8 a.m. to 5 p.m. 
On-call rotation schedule

Job Type

Full-time, non-exempt 

Annual Salary Range

$90,000 – $110,000

Benefits

  • 401(k) + Matching
  • Health, Vision, and Dental insurance
  • Health Savings Account
  • Life Insurance
  • Planned Time Off: Unlimited*
  • Unplanned Time Off: 48 hours
  • Parental Leave
  • Professional Development Assistance
  • Moving or Homebuying Assistance*
  • Lifestyle Spending Account
  • Office Snacks and Drinks
  • Meditation Room with Massage Chair
  • And More!

This position offers a dynamic work environment where proactive and efficient problem-solving is highly valued.

We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status.