Senior Service Desk Engineer – MSP IT Support

Unio Digital; Tucson (AZ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401K match 4%

Health insurance

PTO 80 hours

Continued education

Job summary

Unió Digital, an Arizona-based MSP, is seeking an experienced Tier 2 Service Desk Technician to join our client-focused team in Tucson. You will resolve mid-level IT issues, guide Tier 1 technicians, and escalate complex problems to Tier 3 when needed.

A customer-first mindset and strong communication are essential. Key responsibilities include incident resolution, documentation in HaloPSA, onboarding support, regular system maintenance, and knowledge base development.

Qualifications

• 4+ years in an IT service desk or similar role.
• Prior MSP experience is a plus and helps navigate a fast-paced environment.
• Experience with Microsoft 365, Azure AD, Intune, or other RMM agents.
• Customer-focused approach with strong communication.

Responsibilities

• Provide Tier 2 support for hardware and software issues and resolve problems promptly.
• Document all interactions and resolutions in HaloPSA.
• Communicate effectively with clients and provide timely updates.

Skills

Customer service

Communication skills

Attention to detail

Self-starter

Education

IT degree or IT certifications

Tools

HaloPSA

Hudu

Intune

Immybot

Meraki

Microsoft 365

Azure Active Directory

Rhombus

Avigilon Alta

Job description

Unió Digital, an Arizona-based MSP, is seeking an experienced Tier 2 Service Desk Technician to join our client-focused team in Tucson. You will resolve mid-level IT issues, guide Tier 1 technicians, and escalate complex problems to Tier 3 when needed.

A customer-first mindset and strong communication are essential. Key responsibilities include incident resolution, documentation in HaloPSA, onboarding support, regular system maintenance, and knowledge base development.