Senior Service Desk Technician (Tier 2 – MSP)

Snap Tech IT, LLC is seeking a Senior Service Desk Technician (Tier 2) for a full-time, onsite role in Tempe, AZ. With a annual salary of USD 60,000 to 70,000, a comprehensive benefits package, and a collaborative MSP environment, this position puts you at the center of complex client support as the primary Tier 2 escalation resource.

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

Responsibilities

• Serve as the Tier 2 escalation point for intricate technical problems
• Deliver remote support to multiple business clients within a B2B MSP setting
• Troubleshoot and resolve advanced issues on Windows 10/11
• Troubleshoot and resolve advanced issues with Microsoft 365, including Exchange and Azure AD basics
• Resolve complex Active Directory concerns (users, groups, GPO awareness)
• Address advanced networking topics (DNS, DHCP, TCP/IP)
• Own tickets through to completion rather than handing off
• Conduct technical triage to assess severity and identify root causes
• Utilize ConnectWise Automate and the ticketing system to manage work
• Support endpoint security tools, email security, MDM, and related platforms
• Document clearly and maintain IT Glue records
• Collaborate with peers and escalate only when appropriate
• Participate in a rotating after-hours on-call schedule
• Occasionally travel to client sites; valid driver’s license required

Requirements

• 3–5 years of IT support experience (Service Desk, Technical Support, MSP preferred)
• Evidence of Tier 2 troubleshooting experience
• Strong working knowledge of Windows operating systems
• Strong working knowledge of Microsoft 365
• Strong working knowledge of Active Directory
• Solid understanding of networking fundamentals
• Experience working from a ticket queue and thorough documentation of work
• Strong customer service and communication skills

Technologies

• Windows 10/11
• Microsoft 365
• Exchange
• Azure AD
• Active Directory
• ConnectWise Automate
• IT Glue
• VMware
• ConnectWise

What we’re looking for

• regularly handles escalated or non-routine tickets
• Brings comfort to troubleshooting where solutions aren’t immediately evident
• Manages multiple priorities within a fast-paced queue
• Communicates clearly with non-technical end users
• Takes ownership and drives issues to resolution
• Values documentation, processes, and accountability
• Understands MSP expectations around responsiveness and efficiency

Experience

• IT Support/ Help Desk: 3 years (Required)

Application questions

1. What ticketing system(s) have you used, and approximately how many tickets did you handle on an average day?
2. 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.).
3. 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.
4. 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?
5. This is a full‑time, in‑office role in Tempe, AZ (Monday–Friday). Please confirm your availability.