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.
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 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, 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.
Ready to apply?
Submit your resume and a few details. We review every application personally.
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