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.
Responsibilities:
- 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
Qualifications:
- 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