Tier 3 Service Desk Technician

Phoenix Staff; Phoenix (AZ); Hybrid; USD 100,289,000 - 120,347,000; Full time

Job summary

Phoenix Staff is seeking a Tier 3 Service Desk Engineer to act as the senior escalation resource across a diverse client base in a hybrid Phoenix environment.

The role focuses on advanced troubleshooting of Microsoft technologies, virtualization, networking, and remote access, with strong emphasis on customer communication and incident resolution.

Qualifications

• 4+ years of progressive IT support or related experience.
• Strong troubleshooting in Microsoft-based environments.
• Experience with Windows Server, Active Directory, M365/Exchange.

Responsibilities

• Serve as a Tier 3 escalation point for complex incidents requiring advanced troubleshooting.
• Provide advanced support for Windows Server, M365/Exchange, AD, SQL, SharePoint.
• Troubleshoot virtualized environments (VMware, Citrix, Hyper-V).
• Diagnose and resolve issues across workstations, servers, and network services.
• Implement and support remote-access technologies (VPN, RDP, Citrix).
• Document configurations, procedures, and recommendations for customers.

Skills

Tier 3 escalation

Microsoft environments

Networking

Remote access

Customer communication

Root cause analysis

Documentation

Education

Bachelor’s degree in Computer Science / IT

Tools

VMware

Citrix

Hyper-V

Job description

Title: Tier 3 Service Desk

Location: Phoenix, AZ — Hybrid

Type: Temporary-to-Hire

Compensation: $35–$42/hour

Position Overview

Phoenix Staff is seeking an experienced Tier 3 Service Desk Engineer to provide advanced technical support across a diverse client environment. This position will serve as a senior escalation resource for complex service requests involving workstations, servers, cloud and virtual environments, networks, security, and business-critical applications.

The ideal candidate brings strong hands‑on experience with Microsoft technologies, virtualization, networking, and remote access solutions and can independently troubleshoot issues through resolution. This is a customer‑facing role requiring both technical depth and the ability to clearly communicate with clients throughout incidents, planned changes, and service activities.

Key Responsibilities

• Serve as a Tier 3 escalation point for complex technical incidents and service requests that require advanced troubleshooting and resolution.
• Provide advanced support for Microsoft environments, including Windows Server, Microsoft 365/Exchange, Active Directory, SQL Server, and SharePoint.
• Troubleshoot and support virtualised environments utilizing Microsoft, VMware, and Citrix technologies.
• Diagnose and resolve issues involving workstations, servers, printers, business applications, and vendor‑specific hardware and software.
• Troubleshoot network‑level issues involving LAN/WAN connectivity, routers, firewalls, DNS, DHCP, and related network services.
• Implement and support remote‑access technologies, including VPN, Remote Desktop/Terminal Services, and Citrix solutions.
• Assist with the engineering, implementation, configuration, and ongoing support of technology solutions based on customer requirements.
• Implement, maintain, and troubleshoot backup and disaster recovery solutions.
• Perform advanced root‑cause analysis and develop effective solutions or workarounds for recurring and complex technical issues.
• Provide remote and, when required, onsite technical support to customers.
• Maintain accurate technical documentation, including system configurations, troubleshooting procedures, service request details, and recommendations.
• Conduct system reviews and provide technical recommendations for improving reliability, performance, security, and supportability.
• Communicate directly with customers regarding incident status, technical findings, planned changes, outages, and resolution timelines.
• Manage assigned service requests according to established dispatch, prioritization, and escalation processes.
• Collaborate with other technical resources and provide guidance to Tier 1 and Tier 2 support personnel on escalated issues.

Qualifications

• 4+ years of progressive IT support, systems administration, service desk, or related technical experience.
• Demonstrated experience troubleshooting complex issues within Microsoft‑based business environments.
• Strong working knowledge of Windows Server and Active Directory administration.
• Experience supporting Microsoft 365 and/or Exchange environments.
• Experience administering or troubleshooting VMware, Citrix, or Microsoft virtualization technologies.
• Solid understanding of TCP/IP networking and experience troubleshooting LAN/WAN, DNS, DHCP, VPN, routing, firewall, and connectivity issues.
• Experience supporting remote‑access technologies and distributed users.
• Ability to independently diagnose technical problems, determine root causes, and drive issues through resolution.
• Strong customer‑facing communication skills with the ability to explain technical issues and resolutions clearly.
• Ability to prioritize and manage multiple service requests in a fast‑paced support environment.
• Strong documentation skills and attention to detail.
• Self‑motivated with the ability to work independently while collaborating effectively with a broader technical team.

Preferred Skills

• Experience working in a managed services, multi‑client, or similarly fast‑paced IT support environment.
• Experience designing, implementing, or supporting Microsoft infrastructure solutions.
• Experience with backup, business continuity, and disaster recovery technologies.
• Experience with IT service management, ticketing, remote monitoring, or support platforms.
• Professional certifications such as Microsoft, Cisco CCNA, VMware VCP, Citrix, or comparable current certifications.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.