Tier I Service Desk Technician

Unió Digital; Tucson (AZ); On-site; USD 38,000 - 56,000; Full time

Job summary

Unió Digital is seeking a Tier I Service Desk Technician in Tucson, AZ to provide initial IT support, triage tickets, and document every interaction. This entry-level role offers a clear progression path to Tier II within 12–18 months for the right candidate, with on-site work and growth opportunities in a managed IT client environment.

You’ll resolve common issues like password resets, M365 troubleshooting, and basic networking, while keeping detailed notes and escalating complex problems with

Qualifications

• Answer inbound tickets and phone calls from managed IT clients.
• Resolve Tier 1 issues: password resets, M365 troubleshooting, printer issues, basic networking.
• Document every ticket with clear notes and resolution detail.
• Escalate complex issues to Tier II/III with full context.
• Maintain and improve internal knowledge base articles.

Responsibilities

• Answer inbound tickets and phone calls from managed IT clients.
• Resolve Tier 1 issues: password resets, M365 troubleshooting, printer issues, basic networking.
• Document every ticket with clear notes and resolution detail.
• Escalate complex issues to Tier II/III with full context.
• Maintain and improve internal knowledge base articles.

Skills

Microsoft 365

Windows 10/11

Networking basics

Written communication

Education

CompTIA A+ or equivalent

Tools

HaloPSA

Job description

# Tier I Service Desk TechnicianProvides initial support and triage for incoming client requests. Delivers basic technical support, creates and updates documentation, and ensures timely escalation of issues requiring advanced assistance.Full-TimeTucson, AZEntry LevelApply for this RoleBack to All Roles## About this roleThe Tier I Service Desk Technician is the first voice clients hear when something breaks. You'll triage incoming tickets, resolve common issues, document everything, and escalate complex work to Tier II/III with clean handoff notes. This is a learning role with a clear progression path to Tier II within 12-18 months for the right candidate.## What you'll do* Answer inbound tickets and phone calls from managed IT clients* Resolve Tier 1 issues (password resets, M365 troubleshooting, printer issues, basic networking)* Document every ticket in HaloPSA with clear notes and resolution detail* Escalate complex issues to Tier II or III with full context* Maintain and improve internal knowledge base articles## What we're looking for* 1+ year in IT support, help desk, or comparable hands-on technology experience* Comfort with Microsoft 365, Windows 10/11, basic networking concepts* Strong written communication — every ticket gets documented* CompTIA A+ or equivalent (preferred, not required)* Eligible to work in the U.S.; based in or relocating to Tucson, AZYou'll always hear from usEvery applicant gets a status update within 5 business days. See our 4-stage hiring process on the careers page.## Ready to apply?Submit your resume and a few details. We review every application personally.Apply for this Role