Tier II Service Desk Engineer

Unio Digital; Tucson (AZ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401K match 4%

Health insurance

PTO 80 hours

Continued education

Job summary

Unió Digital, an Arizona-based MSP, is seeking an experienced Tier 2 Service Desk Technician to join our client-focused team in Tucson. You will resolve mid-level IT issues, guide Tier 1 technicians, and escalate complex problems to Tier 3 when needed.

A customer-first mindset and strong communication are essential. Key responsibilities include incident resolution, documentation in HaloPSA, onboarding support, regular system maintenance, and knowledge base development.

Qualifications

• 4+ years in an IT service desk or similar role.
• Prior MSP experience is a plus and helps navigate a fast-paced environment.
• Experience with Microsoft 365, Azure AD, Intune, or other RMM agents.
• Customer-focused approach with strong communication.

Responsibilities

• Provide Tier 2 support for hardware and software issues and resolve problems promptly.
• Document all interactions and resolutions in HaloPSA.
• Communicate effectively with clients and provide timely updates.

Skills

Customer service

Communication skills

Attention to detail

Self-starter

Education

IT degree or IT certifications

Tools

HaloPSA

Hudu

Intune

Immybot

Meraki

Microsoft 365

Azure Active Directory

Rhombus

Avigilon Alta

Job description

Unió Digital is an Arizona-based managed service provider (MSP) delivering Managed IT Services, Low Voltage Cabling, Access Control, Video Surveillance, and Intrusion Services across Tucson, Phoenix, and Flagstaff. We believe technology should be intuitive, not intimidating.

We are looking for an experienced Tier 2 Service Desk Technician with exceptional people skills and a knack for solving technical challenges. This role serves as a key point of contact for our clients, offering high-quality support and ensuring client satisfaction. You will address and resolve intermediate-level technical issues, provide guidance to Tier 1 technicians, and escillate complex issues to Tier 3 technicians as necessary. If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you.

Duties

• Provide support for technical issues, troubleshoot hardware and software problems, and resolve issues promptly
• Document all interactions, issues, and resolutions in our ticketing system
• Communicate effectively with clients, providing updates and following up to ensure top-notch client satisfaction
• Conduct regular system maintenance and updates for clients to ensure optimal performance and security
• Assist with client onboarding and standardization projects as directed by project leads
• Develop and maintain documentation, such as knowledge base articles, to help streamline the support process and assist other team members
• Facilitate client training sessions on software applications and IT systems to enhance their productivity and understanding
• Perform data backup and recovery operations for clients as needed
• Participate in regular team meetings to discuss ongoing issues, updates, and team progress
• Engage in root cause analysis for recurring issues, developing long-term solutions to minimize their occurrence
• Maintain a high level of technical knowledge and skills, keeping up with new industry trends and technologies

Our Technology Stack

• Helpdesk / Ticketing – HaloPSA
• Documentation – Hudu
• RMM – Intune / Immybot
• Networking – Meraki
• Email/Calendar/Voice/AD – Microsoft 365
• Security Cameras – Rhombus
• Door Access – Avigilon Alta

Qualification

• 4+ years of experience in an IT service desk role or similar
• Prior experience at a managed service provider is a plus and critical to understand the fast-paced nature of the industry
• Experience with Microsoft 365, Azure Active Directory, Intune, or other RMM agents
• Client-oriented approach with a passion for delivering high-quality customer service
• A self-starter who is eager to expand their qualifications
• High level of attention to detail
• Excellent verbal and written communication skills
• IT related degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent)

Benefits

• 401K Company Match – 4%
• Health Insurance Premiums 100% Company Paid
• PTO - 80 Hours Per Year (Year 1)
• Company Paid for Options for Continued Education, Certifications, and Trainings

Our Core Values

Dream Big, Then Make it Real

We flex our imagination and challenge ourselves to a higher standard. Do, rather than talk and tell.

Client Driven Results

Clients trust us to find solutions that deliver exceptional results. When they succeed, we succeed.

Own Your Progress

We continuously improve through rapid innovation and embracing our mistakes. Own it means a relentless pursuit of the solution.

We Do It Right...even when no one's watching. Period.

We offer a competitive salary and benefits package and foster an environment that supports continuous learning and development. If you are a problem-solver who enjoys helping clients and working in a dynamic team, we would love to hear from you.