Senior Service Desk Engineer - Onboarding & Projects Lead

Free resume; Northern (KY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Unió Digital, an Arizona-based MSP, seeks a Tier 3 Service Desk Technician to escalate complex issues, lead client onboarding and projects, and provide direct end-user support when needed. You will mentor Tier I/II staff and help improve IT service processes in a collaborative environment.

The role emphasizes problem-solving, client communication, and staying ahead of IT trends while delivering top-quality support across services like managed desktops, networks, and security integrations.

Qualifications

• 6+ years of IT services and end-user support experience.
• Experience at a managed service provider is critical.
• Client-oriented with a passion for high-quality service.
• Proven IT project leadership experience.
• Self-starter eager to expand qualifications.
• Direct end-user support background.
• High attention to detail.
• Excellent verbal and written communication skills.
• IT degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent).
• Advanced knowledge: Azure AD, Active Directory, Intune, or other RMM agents.

Responsibilities

• Lead and support our helpdesk for managed service clients.
• Coordinate and manage client projects between technical team and client.
• Provide top-notch support in person, by phone, or electronically.
• Train and support clients during onboarding for IT systems and services.
• Develop project plans for onboarding and standardization projects.
• Install, configure, diagnose, test and resolve hardware/software issues.
• Maintain client/process documentation for knowledge management.
• Mentor Tier I/II technicians; foster collaboration.
• Contribute to IT service management process improvements.
• Evaluate IT trends and propose improvement initiatives.

Skills

End-user support

IT project leadership

Communication skills

Attention to detail

Self-starter

Customer service

Verbal and written communication

Azure AD / Active Directory / Intune

Education

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

Tools

HaloPSA

Hudu

Intune

Meraki

Microsoft 365

Rhombus / Avigilon

Avigilon Access Control

Job description

Unió Digital, an Arizona-based MSP, seeks a Tier 3 Service Desk Technician to escalate complex issues, lead client onboarding and projects, and provide direct end-user support when needed. You will mentor Tier I/II staff and help improve IT service processes in a collaborative environment.

The role emphasizes problem-solving, client communication, and staying ahead of IT trends while delivering top-quality support across services like managed desktops, networks, and security integrations.