Tier I Service Desk Technician

Unio Digital; Tucson (AZ); On-site; USD 42,000 - 58,000; Full time

Job summary

Unio Digital in Tucson, AZ seeks a Tier I Service Desk Technician to provide first-line IT support, triage tickets, resolve common issues, document steps, and hand off complex problems with clear context. This entry-level role offers a learning path to Tier II within 12–18 months for the right candidate.

You'll work with Microsoft 365, Windows 10/11, and basic networking, and you must have strong written communication to document every ticket. Eligible to work in the U.S. and relocate to Tucson.

Qualifications

• 1+ year in IT support or help desk experience.
• Familiarity with Microsoft 365, Windows 10/11 and basic networking concepts.
• Excellent written communication; every ticket documented clearly.

Responsibilities

• Answer inbound tickets and phone calls from managed IT clients.
• Resolve Tier I issues such as password resets, basic troubleshooting, and printer problems.
• Document every ticket in HaloPSA with clear notes and resolutions.
• Escalate complex issues to Tier II or III with full context.
• Maintain and improve internal knowledge base articles.

Skills

IT support

Microsoft 365

Windows 10/11

Basic networking

Strong written communication

CompTIA A+ (preferred)

Tools

HaloPSA

Job description

Careers / MSP Service Desk

Tier I Service Desk Technician

Provides 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 Level

About This Role

The 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 upgrade 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, AZ

You'll always hear from us

Every applicant gets a status update within 5 business days. See our 4-stage hiring process on the careers page.