IT Service Desk Technician – MSP

IT Service Desk Technician – MSP

Location: Tempe, AZ (In-Office)

Job Type: Full-Time

Compensation: $30 - $42 / hour

About The Maynard Group (TMG)

Our team manages IT and telecom for our clients to keep them connected, productive, and worry-free so they can focus on what they do best.

We value accountability, ownership, integrity, and teamwork as we grow a high-performing service team dedicated to delivering consistent, high-quality results.

Position Overview

The IT Service Desk Technician on our ServiceONE team is responsible for delivering technical support and an exceptional customer experience through effective ticket management and issue resolution.

This is a hands-on MSP service desk role where technicians are expected to take full ownership of tickets from intake through resolution. Success in this role requires strong troubleshooting ability, clear communication, and disciplined ticket management.

Key Responsibilities

• Manage and resolve service tickets from start to completion
• Troubleshoot issues across:
• Network infrastructure (LAN/WAN, firewalls, wireless)
• Microsoft 365 and Google Workspace
• End-user systems (Windows and Mac)
• VoIP and UCaaS platforms
• Maintain accurate and detailed documentation
• Meet or exceed defined service level agreements (SLAs)
• Communicate proactively with customers regarding status and resolution
• Escalate complex issues appropriately
• Follow standard operating procedures and ticket handling best practices
• Collaborate with internal teams to ensure timely resolution

Requirements

• 3–5 years of IT support experience (MSP experience preferred)
• Bachelor’s degree in Business, Computer Science, or a related field
• Experience working in a ticket-driven support environment
• Strong troubleshooting skills across multiple technologies
• Experience with Microsoft 365 and networking fundamentals
• Experience with ConnectWise or similar PSA and RMM tools
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication and documentation skills
• Demonstrated ownership and accountability in previous roles

Preferred Qualifications

• Industry certifications (CompTIA, Microsoft, etc.)
• Experience with VoIP or UCaaS systems
• Exposure to cybersecurity tools or network management

Compensation & Benefits

• Hourly: $30 - $42 / hour
• 401(k) with employer matching
• Health, dental, and vision insurance
• Paid time off

Schedule

Monday to FridayShifts available at 5:00AM to 2:00PM and 9:00AM to 6:00PMIn-office in Tempe, AZ

Pay: $30.00 - $42.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person