Senior Service Desk Engineer: Onboarding & Escalation Lead

Industriasa; Arizona; Hybrid; USD 65,000 - 90,000; Full time

Job summary

Unió Digital, an Arizona-based MSP, seeks a Tier 3 Service Desk Technician to escalate complex issues and lead client onboarding and projects. You will mentor Tier I/II staff and contribute to service management practices while providing direct end-user support as needed.

You will engage with clients across on-site and remote channels, ensuring top-tier IT support quality and project success in a collaborative team environment.

Qualifications

• 6+ years of IT services and end-user support
• MSP experience is required to understand fast-paced environment
• Client-oriented with high-quality service
• Proven IT project leadership
• Self-starter eager to expand qualifications
• Direct end-user support experience
• Attention to detail and strong communication
• IT degree and/or certifications (Cisco, A+, Network+, Microsoft)
• Knowledge of Azure AD, Active Directory, Intune, or similar RMM tools

Responsibilities

• Lead and support our helpdesk environment for managed service clients
• Coordinate and manage client projects as a bridge between technical team and client
• Provide extended support via in-person, phone, or electronic channels
• Train and onboard clients on IT systems and services
• Develop project plans for onboarding and standardization projects
• Install, configure, diagnose, test and resolve hardware and software issues
• Maintain and update client/documentation for knowledge management
• Mentor Tier I/II technicians and foster collaboration
• Contribute to IT service management processes and practices
• Evaluate IT trends and suggest improvement initiatives

Skills

IT service delivery

End-user support

Project leadership

Client-focused service

Mentorship

Communication skills

Education

IT degree or certifications (Cisco, A+, Network+, Microsoft, or equivalent)

Tools

HaloPSA

Hudu

Intune

Immybot

Meraki

Microsoft 365

Rhombus

Avigilon

Avigilon door access

Job description

Unió Digital, an Arizona-based MSP, seeks a Tier 3 Service Desk Technician to escalate complex issues and lead client onboarding and projects. You will mentor Tier I/II staff and contribute to service management practices while providing direct end-user support as needed.

You will engage with clients across on-site and remote channels, ensuring top-tier IT support quality and project success in a collaborative team environment.