Senior Service Desk Engineer — Onboarding & Project Lead

MinutePay Inc.; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Unió Digital, a Arizona-based MSP, seeks an experienced Tier 3 Service Desk Technician to lead escalation, onboarding and project initiatives. You will mentor Tier I/II staff and ensure top-quality user support across client environments using our managed services platform.

Responsibilities include coordinating client projects, installing and diagnosing hardware and software, updating process documentation, and driving continuous improvement in IT service management.

Qualifications

• Tier 3 Service Desk experience with strong problem-solving skills.
• Experience leading client onboarding and projects.
• Ability to provide end-user support in person, via phone or remote.

Responsibilities

• Lead and support our helpdesk environment for managed service clients
• Coordinate and manage client projects, acting as a bridge between the technical team and the client to ensure project success
• Provide above and beyond support to our clients and respond to queries for technical assistance in person, via phone, or electronically as required
• Provide training and support to clients during the onboarding process to ensure they understand how to effectively use their new IT systems and services.
• Develop project plans for client onboarding and standardization projects, outlining tasks, resources required, and estimated timelines
• Install, configure, diagnose, test and resolve technical hardware and software issues
• Maintain and update written client and process documentation to ensure effective knowledge management
• Provide mentorship and guidance to Tier I and Tier II service desk technicians, fostering a collaborative and knowledgeable team environment
• Contribute to the development and improvement of IT service management processes and practices
• Evaluate and anticipate IT trends and recommend strategies and implement improvement initiatives
• RMM – Intune / Immybot
• Security Cameras – Rhombus / Avigilon

Job description

Unió Digital, a Arizona-based MSP, seeks an experienced Tier 3 Service Desk Technician to lead escalation, onboarding and project initiatives. You will mentor Tier I/II staff and ensure top-quality user support across client environments using our managed services platform.

Responsibilities include coordinating client projects, installing and diagnosing hardware and software, updating process documentation, and driving continuous improvement in IT service management.