Tier I Service Desk Technician

# Tier I Service Desk Technician Provides initial support and triage for incoming client requests. Delivers basic technical support, creates and updates documentation, and ensures timely escalation of issues requiring advanced assistance.

Full-Time Tucson, AZEntry Level Apply for this Role Back to All Roles## 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.## What you'll do
* 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## What we're looking for
* 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, AZYou'll always hear from us Every applicant gets a status update within 5 business days. See our 4-stage hiring process on the careers page.## Ready to apply?

Submit your resume and a few details. We review every application personally.

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