Tier III Service Desk Engineer

<p class="MsoNormal" style="margin: 0in 0in 8pt; line-height: 15.6933px; color: #000000;">Unió Digital is an Arizona-based managed service provider (MSP) delivering Managed IT Services, Low Voltage Cabling, Access Control, Video Surveillance, and Intrusion Services. We believe technology should be intuitive, not intimidating.</p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt; line-height: 15.6933px; color: #000000;">We are looking for an experienced Tier 3 Service Desk Technician with exceptional problem-solving skills. You will serve as the escalation point within the team, resolving complex technical issues while also leading client onboarding and project initiatives. You are expected to be involved in direct end-user support when required. If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you.</p> <p> </p> <p class="MsoNormal" style="margin: 0in 0in 8pt; line-height: 15.6933px; color: #000000;"><strong>Duties</strong></p> <p> </p> <p class="MsoListParagraphCxSpFirst" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Lead and support our helpdesk environment for managed service clients</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Coordinate and manage client projects, acting as a bridge between the technical team and the client to ensure project success</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Provide above and beyond support to our clients and respond to queries for technical assistance in person, via phone, or electronically as required</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Provide training and support to clients during the onboarding process to ensure they understand how to effectively use their new IT systems and services.</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Develop project plans for client onboarding and standardization projects, outlining tasks, resources required, and estimated timelines</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Install, configure, diagnose, test and resolve technical hardware and software issues</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-settings: normal; font-stretch: normal; line-height: normal;">       </span>Maintain and update written client and process documentation to ensure effective knowledge management</p> <p> </p> <p class="MsoListParagraphCxSpMiddle" style="margin: 0in 0in 0in 0.5in; line-height: 15.6933px; color: #000000; text-indent: -0.25in;">·<span style="font-style: normal; font-variant: normal; font-language-override: normal; font-kerning: auto; font-optical-sizing: auto; font-feature-settings: normal; font-variation-