Tier II Service Desk Technician

Tier II Service Desk Technician

Resolves intermediate-level technical issues, guides Tier I technicians, and delivers high-quality support that drives client satisfaction.

Full-Time Tucson, AZ, Phoenix, AZ, or Remote Mid Level

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.

Location & Travel

Hiring locations

• Tucson, AZ
• Phoenix, AZ
• Remote

Travel requirement

No regular travel required.

International travel

Not required.

Compensation

Pay range

$23 to $28 per hour

Offer factors

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

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 Avigilon Alta

• 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

• How 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. If you need an accommodation during the application or interview process, please contact us.