Careers / MSP Service Desk

Tier II Service Desk Technician

Handles escalated technical support requests and assists with project implementation. Maintains documentation, improves processes, and delivers quality customer service while mentoring Tier I team members.

Full-TimeTucson, AZMid Level
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About this role

The Tier II Service Desk Technician handles escalated tickets that Tier I can't resolve, leads small project implementations, and mentors Tier I peers. Strong Microsoft 365 admin and networking troubleshooting skills required.

What you'll do

  • Resolve Tier 2 escalations (M365 admin issues, switch/router troubleshooting, endpoint deployment)
  • Lead small client project work (M365 migrations, endpoint refreshes, network changes)
  • Mentor Tier I technicians and review their ticket documentation
  • Maintain and improve service-delivery runbooks
  • Participate in on-call rotation

What we're looking for

  • 3+ years in MSP or comparable IT support environment
  • Microsoft 365 admin experience (Entra ID, Exchange Online, SharePoint, Intune)
  • Networking fundamentals (VLANs, routing, basic firewall rule creation)
  • Microsoft certifications (MS-900, MS-102, AZ-104) preferred
  • 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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