Senior Service Desk Engineer - Onboarding & Projects

ProfilHQ; Arizona; On-site; USD 70,000 - 90,000; Full time

Job summary

Unió Digital is seeking an experienced Tier 3 Service Desk Technician in Arizona to act as the escalation point, lead client onboarding, and drive project initiatives. You will assist with direct end-user support as needed and mentor junior staff to ensure high-quality service.

Responsibilities include guiding the helpdesk, coordinating client projects, installing and troubleshooting IT systems, and contributing to ITSM processes.

Qualifications

• 6+ years of IT services and end-user support experience.
• Experience at an MSP is critical to understand the pace of the industry.
• Client-oriented with a passion for high-quality customer service.
• Proven IT project leadership.
• Self-starter eager to expand qualifications.
• Background in direct end-user support.
• High level of attention to detail.
• Excellent verbal and written communication skills.
• IT degree or certifications (Cisco, A+, Network+, Microsoft, or equivalent).
• Advanced knowledge of Azure AD, Active Directory, Intune, or other RMM agents.

Responsibilities

• Lead and support the helpdesk for managed service clients.
• Coordinate and manage client projects, bridging the technical team and the client for success.
• Provide superior support in person, by phone, or electronically.
• Provide onboarding training so clients understand their new IT systems.
• Develop project plans for onboarding and standardization projects.
• Install, configure, diagnose, test and resolve hardware and software issues.
• Maintain and update client and process documentation for knowledge management.
• Mentor Tier I and Tier II technicians to foster a collaborative team.
• Contribute to IT service management processes and practices.
• Evaluate IT trends and recommend improvement initiatives.

Skills

IT support experience

Project leadership

Client-focused

Mentoring

Strong communication

Detail oriented

Education

IT degree or certifications

Tools

HaloPSA

Hudu

Intune

Microsoft 365

Meraki

Rhombus

Avigilon

Avigilon door access

Azure AD

Active Directory

Job description

Unió Digital is seeking an experienced Tier 3 Service Desk Technician in Arizona to act as the escalation point, lead client onboarding, and drive project initiatives. You will assist with direct end-user support as needed and mentor junior staff to ensure high-quality service.

Responsibilities include guiding the helpdesk, coordinating client projects, installing and troubleshooting IT systems, and contributing to ITSM processes.