Careers / MSP Service Desk
Tier II Service Desk Technician
Resolves intermediate-level technical issues, guides Tier I technicians, and delivers high-quality support that drives client satisfaction.
Location & Travel
- Hiring locations
-
- Tucson, AZ
- Phoenix, AZ
- Remote
- Travel requirement
- No regular travel required.
- International travel
- Not required.
About this role
The Tier II Service Desk Technician is a key point of contact for clients with intermediate-level technical issues. You'll resolve escalations, guide Tier I technicians, communicate clearly, and escalate complex work to Tier III when needed. This role suits a collaborative problem-solver who is committed to client satisfaction and continuous improvement.
What you'll do
- Provide technical support, troubleshoot hardware and software problems, and resolve issues promptly
- Document all interactions, issues, and resolutions in the ticketing system
- Communicate effectively with clients, providing updates and follow-up to ensure client satisfaction
- Conduct regular system maintenance and updates to support client performance and security
- Assist with client onboarding and standardization projects as directed by project leads
- Develop knowledge base articles, guide Tier I technicians, and facilitate client training sessions on software and IT systems
- Perform backup and recovery operations for clients as needed
- Participate in team meetings and use root cause analysis to develop long-term solutions for recurring issues
- Maintain current technical knowledge through ongoing learning and professional development
- Work with a modern managed-services stack including HaloPSA, Hudu, Intune, ImmyBot, Meraki, Microsoft 365, Rhombus, and OpenPath
What we're looking for
- 4+ years of experience in an IT service desk role or similar technical-support environment
- Prior experience at a managed service provider is preferred, with an understanding of the industry's fast-paced client-support environment
- Experience with Microsoft 365, Microsoft Entra ID, Intune, or other RMM agents
- A client-oriented approach and commitment to high-quality customer service
- A self-starter who is eager to expand technical qualifications and maintains a high level of attention to detail
- Excellent verbal and written communication skills
- An IT-related degree or certifications such as Cisco, CompTIA A+, Network+, Microsoft, or equivalent
- Eligible to work in the U.S. and based in or relocating to Tucson or Phoenix, or approved for remote work
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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