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.
Location & Travel
- Hiring locations
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- Tucson, AZ
- Phoenix, AZ
- Bullhead City, AZ
- Laughlin, NV
- Ely, NV
- Managua, Nicaragua
- Travel requirement
- Local travel is required within your assigned hiring location or market.
- International travel
- Not required.
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 country of the assigned hiring location; based in or relocating to one of the listed markets
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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