Tier II Service Desk Technician

Full-time, mid-level position located in Tucson, AZ. U.S. work eligibility and Tucson-based or relocation required.

About the role

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

Responsibilities

• 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

Requirements

• 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