Tier III Service Desk Engineer

Industriasa; Arizona; Hybrid; USD 65,000 - 90,000; Full time

Job summary

Unió Digital, an Arizona-based MSP, seeks a Tier 3 Service Desk Technician to escalate complex issues and lead client onboarding and projects. You will mentor Tier I/II staff and contribute to service management practices while providing direct end-user support as needed.

You will engage with clients across on-site and remote channels, ensuring top-tier IT support quality and project success in a collaborative team environment.

Qualifications

• 6+ years of IT services and end-user support
• MSP experience is required to understand fast-paced environment
• Client-oriented with high-quality service
• Proven IT project leadership
• Self-starter eager to expand qualifications
• Direct end-user support experience
• Attention to detail and strong communication
• IT degree and/or certifications (Cisco, A+, Network+, Microsoft)
• Knowledge of Azure AD, Active Directory, Intune, or similar RMM tools

Responsibilities

• Lead and support our helpdesk environment for managed service clients
• Coordinate and manage client projects as a bridge between technical team and client
• Provide extended support via in-person, phone, or electronic channels
• Train and onboard clients on IT systems and services
• Develop project plans for onboarding and standardization projects
• Install, configure, diagnose, test and resolve hardware and software issues
• Maintain and update client/documentation for knowledge management
• Mentor Tier I/II technicians and foster collaboration
• Contribute to IT service management processes and practices
• Evaluate IT trends and suggest improvement initiatives

Skills

IT service delivery

End-user support

Project leadership

Client-focused service

Mentorship

Communication skills

Education

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

Tools

HaloPSA

Hudu

Intune

Immybot

Meraki

Microsoft 365

Rhombus

Avigilon

Avigilon door access

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. We believe technology should be intuitive, not intimidating. We are looking for an experienced Tier 3 Service Desk Technician with exceptional problem-solving skills. You will serve as the escalation point within the team, resolving complex technical issues while also leading client onboarding and project initiatives. You are expected to be involved in direct end-user support when required. If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you.

Duties

• Lead and support our helpdesk environment for managed service clients
• Coordinate and manage client projects, acting as a bridge between the technical team and the client to ensure project success
• Provide above and beyond support to our clients and respond to queries for technical assistance in person, via phone, or electronically as required
• Provide training and support to clients during the onboarding process to ensure they understand how to effectively use their new IT systems and services.
• Develop project plans for client onboarding and standardization projects, outlining tasks, resources required, and estimated timelines
• Install, configure, diagnose, test and resolve technical hardware and software issues
• Maintain and update written client and process documentation to ensure effective knowledge management
• Provide mentorship and guidance to TierI and TierII service desk technicians, fostering a collaborative and knowledgeable team environment
• Contribute to the development and improvement of IT service management processes and practices
• Evaluate and anticipate IT trends and recommend strategies and implement improvement initiatives

Our Technology Stack

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

Qualification

• 6+ years of experience providing IT services and end-user support
• Prior experience at a managed service provider is critical to understand the fast-paced nature of the industry
• Client-oriented approach with a passion for delivering high-quality customer service
• Proven experience leading IT projects
• A self-starter who is eager to expand their qualifications
• Background in providing direct end-user support
• High level of attention to detail
• Excellent verbal and written communication skills
• IT-related degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent)
• Advanced technical knowledge, including experience with Azure AD, Active Directory, Intune, or other RMM agents

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.