Tier I Service Desk Technician

Full-time, entry-level position in Tucson, AZ.

About This Role

The Tier I Service Desk Technician is the first voice clients hear when something breaks. You'll triage incoming tickets, resolve common issues, document everything, and escalate complex work to Tier II/III with clean handoff notes. This is a learning role with a clear progression path to Tier II within 12-18 months for the right candidate.

Responsibilities

• Answer inbound tickets and phone calls from managed IT clients
• Resolve Tier 1 issues (password resets, M365 troubleshooting, printer issues, basic networking)
• Document every ticket in HaloPSA with clear notes and resolution detail
• Escalate complex issues to Tier II or III with full context
• Maintain and improve internal knowledge base articles

Requirements

• 1+ year in IT support, help desk, or comparable hands-on technology experience
• Comfort with Microsoft 365, Windows 10/11, basic networking concepts
• Strong written communication — every ticket gets documented
• CompTIA A+ or equivalent (preferred, not required)
• Eligible to work in the U.S.; based in or relocating to Tucson, AZ