Tier III Service Desk Engineer

Free resume; Northern (KY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Unió Digital, an Arizona-based MSP, seeks a Tier 3 Service Desk Technician to escalate complex issues, lead client onboarding and projects, and provide direct end-user support when needed. You will mentor Tier I/II staff and help improve IT service processes in a collaborative environment.

The role emphasizes problem-solving, client communication, and staying ahead of IT trends while delivering top-quality support across services like managed desktops, networks, and security integrations.

Qualifications

• 6+ years of IT services and end-user support experience.
• Experience at a managed service provider is critical.
• Client-oriented with a passion for high-quality service.
• Proven IT project leadership experience.
• Self-starter eager to expand qualifications.
• Direct end-user support background.
• High attention to detail.
• Excellent verbal and written communication skills.
• IT degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent).
• Advanced knowledge: Azure AD, Active Directory, Intune, or other RMM agents.

Responsibilities

• Lead and support our helpdesk for managed service clients.
• Coordinate and manage client projects between technical team and client.
• Provide top-notch support in person, by phone, or electronically.
• Train and support clients during onboarding for IT systems and services.
• Develop project plans for onboarding and standardization projects.
• Install, configure, diagnose, test and resolve hardware/software issues.
• Maintain client/process documentation for knowledge management.
• Mentor Tier I/II technicians; foster collaboration.
• Contribute to IT service management process improvements.
• Evaluate IT trends and propose improvement initiatives.

Skills

End-user support

IT project leadership

Communication skills

Attention to detail

Self-starter

Customer service

Verbal and written communication

Azure AD / Active Directory / Intune

Education

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

Tools

HaloPSA

Hudu

Intune

Meraki

Microsoft 365

Rhombus / Avigilon

Avigilon Access Control

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 Tier I and Tier II 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.