Top 2 Senior service desk technician Jobs in Phoenix, Az

Senior Service Desk Technician (Tier 2 – MSP)
Snap Tech IT, LLC —Tempe, AZ
- $60,000 - $70,000 a year
- Full-time
- Background check
- Mid-level
- Office
- Health savings account
- Health insurance
Quick Apply
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SharePoint Online (SPO) Tier II Technician - Sr.
SPINSYS DINE LLC —Scottsdale, AZ
- Full-time
- Remote
- 7 years
- Computer Science
- Bachelor's degree
- Disability insurance
- Health insurance
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Senior Service Desk Technician (Tier 2 – MSP)

Snap Tech IT, LLC -
Tempe, AZ

Quick Apply

Job Details

Full-time
$60,000 - $70,000 a year
6 days ago

Benefits

Health savings account
Health insurance
Dental insurance
401(k)
Flexible spending account
Paid time off
Employee assistance program
Vision insurance
401(k) matching
Life insurance
Referral program

Qualifications

Customer communication
Serving clients
Technical documentation
Windows
Driver's License
Customer support ticket management
IP networking
Ticketing system technical support

Full Job Description

Senior Service Desk Technician (Tier 2 – MSP)

Location: Tempe, AZ
Type: Full-Time | In Office
Schedule: Monday–Friday, 7:50am–5:00pm
Salary Range: $60,000–$70,000 (based on experience)

Snap Tech IT is hiring a Senior Service Desk Technician to serve as a primary escalation point for complex client issues in our Managed Service Provider (MSP) environment. This role is designed for technicians already operating at a Tier 2 level who are comfortable owning advanced troubleshooting from start to finish.

This is not an entry-level help desk role and not a junior training position.

Important – Please Read Before Applying

You will struggle in this role if your experience is limited to:

Tier 1 help desk or password-reset work
Home labs, self-study, or classroom-only experience
Supporting a single internal environment with low ticket volume

We are looking for a technician who already understands the pace, accountability, and problem-solving depth required in an MSP or similarly demanding service desk environment.

What You’ll Do

Act as a Tier 2 escalation resource for complex technical issues
Provide remote technical support to multiple business clients in a B2B MSP environment
Troubleshoot and resolve advanced issues involving:
Windows 10/11
Microsoft 365 (Exchange, Azure AD basics)
Active Directory (users, groups, GPO awareness)
Networking fundamentals (DNS, DHCP, TCP/IP)
Own tickets through resolution, not just handoffs
Perform technical triage and determine issue severity and root cause
Use ConnectWise Automate and our ticketing system to manage work
Support endpoint security tools, email security, MDM, and related platforms
Create and maintain clear documentation in IT Glue
Collaborate with other technicians and escalate only when appropriate
Participate in a rotating after-hours on-call schedule
Occasionally travel onsite to client locations (valid driver’s license required)

What We’re Looking For

You are someone who:

Regularly handles escalated or non-routine tickets
Is comfortable troubleshooting issues where the answer isn’t obvious
Can manage multiple priorities in a fast-paced queue
Communicates clearly with non-technical end users
Takes ownership and follows issues through to resolution
Values documentation, process, and accountability
Understands MSP expectations around responsiveness and efficiency

Required Qualifications

3–5 years of IT support experience (Service Desk, Technical Support, MSP preferred)
Demonstrated Tier 2 troubleshooting experience
Strong working knowledge of:
Windows OS
Microsoft 365
Active Directory
Solid understanding of networking fundamentals
Experience working from a ticket queue and documenting work thoroughly
Strong customer service and communication skills

Strongly Preferred (Not Required)

Prior MSP experience
Experience with ConnectWise, RMM tools, or similar platforms
Exposure to virtualization (VMware or similar)
Security tooling or firewall exposure
Microsoft or CompTIA certifications

About Snap Tech IT

Since 2001, Snap Tech IT has provided managed IT services to businesses across Atlanta, Phoenix, and San Francisco. We are a process-driven MSP that values curiosity, accountability, and continuous improvement. Our technicians take pride in solving real problems and delivering consistent, high-quality service to our clients.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance

Application Question(s):

What ticketing system(s) have you used, and approximately how many tickets did you handle on an average day?
Briefly describe your IT support experience, including the type of environment(s) you supported (MSP, internal IT, service desk) and the level of issues you primarily handled (Tier 1, Tier 2, escalations, etc.).
Describe the most complex Microsoft 365 issue you personally resolved end to end without escalation. Include what was broken, how you diagnosed the root cause, and what ultimately fixed it.
Describe a ticket that was escalated to you because Tier 1 could not resolve it. What symptoms were reported, what troubleshooting had already been attempted, how you identified the root cause, and what ultimately resolved the issue?
This is a full‑time, in‑office role in Tempe, AZ (Monday–Friday). Please confirm your availability.

Experience:

IT Support/ Help Desk: 3 years (Required)

Work Location: In person

Quick Apply

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senior service desk technician jobs in phoenix, az

Senior Service Desk Technician (Tier 2 – MSP)

SharePoint Online (SPO) Tier II Technician - Sr.

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