Tier I Service Desk Technician

Tier I Service Desk Technician

Careers / MSP Service Desk

Provides first-level technical support for client IT requests, delivering prompt and effective solutions that support client satisfaction.

Full-Time 4 locations in AZ & Nicaragua Entry Level Travel required

About this role

The Tier I Service Desk Technician provides first-level technical support for Unió Digital clients. You'll respond to requests, resolve common IT issues, communicate solutions clearly, and escalate complex work with complete documentation. This client-facing role is ideal for someone who enjoys solving problems, supporting client satisfaction, and building a career in managed IT.

Location & Travel

Hiring locations

• Tucson, AZ
• Phoenix, AZ
• Bullhead City, AZ
• Managua, Nicaragua

Travel requirement

Local travel is required within your assigned hiring location or market.

International travel

Not required.

Compensation

Pay range

$18 to $22 per hour

Offer factors

Where you land in the range depends on experience, certifications, and role scope.

What you'll do

• Respond promptly and professionally to service desk calls, emails, and chat requests

• Troubleshoot and resolve common hardware, software, and networking issues

• Record accurate ticket details, categorization and priority, and resolution notes in HaloPSA

• Explain technical solutions to clients in simple, clear language

• Collaborate with the service desk and management to deliver the best client outcome

• Build technical knowledge through training and professional development, then share learning with the team

• Work with a modern managed-services stack including HaloPSA, Hudu, ImmyBot, Intune, Meraki, Microsoft 365, Webex, Rhombus, Avigilon, and Avigilon Alta

• What we're looking for

• A client-first mindset and commitment to high-quality service

• Prior hands-on IT support experience in an MSP or technical office environment is preferred

• Ability to diagnose and resolve foundational technical issues across endpoints, applications, and networks

• Familiarity with computer systems, mobile devices, and common business technology

• Strong problem-solving, communication, interpersonal, and documentation skills

• A self-starter who learns quickly, stays effective under pressure, and pays close attention to detail

• An IT-related degree or certifications such as CompTIA A+, Network+, Cisco, or Microsoft are a plus

• Eligible to work in the country of the assigned hiring location and based in or relocating to one of the listed markets

• We Work

• Our Core Values

• These four values are the same on every role. They describe how the team operates, not the duties of this posting.

• Dream Big, Then Make It Real

• Bring the ambitious idea, then do the work that makes it real. Ambition counts here, and so does follow-through.

• Client Driven Results

• Your scoreboard is the client's result. Find the solution, own the outcome, and treat their success as the job.

• Own Your Progress

• You own your work, your misses, and your next skill. We help. We do not hide from problems.

• We Do It Right

• Do the correct thing even when no one is watching. Quality is the job, not a slogan.

• Equal Opportunity

• Unió Digital hires for skill, character, and fit with our team. Full stop. We do not consider race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, or any other legally protected characteristic in employment decisions.