Help Desk Representative

Job Title: Help Desk RepresentativeLocation: Phoenix, AZ (Onsite - Local Candidates Only)Duration: 6 Months ContractShift: Night Shift (11:00 PM - 7:00 AM)Position OverviewThe Help Desk Representative will provide frontline technical support to end users within the Technical Services Division (TSD). This role involves troubleshooting IT issues, supporting system access, and ensuring timely resolution of technical problems in a fast-paced, high-pressure environment.Key ResponsibilitiesRespond to incoming calls and requests for IT-related supportDiagnose and troubleshoot technical issues related to:Internet connectivityDesktop/PC systemsPrinters and peripheralsPerform Active Directory tasks such as password resets and user account supportAssist with VPN configuration and connectivity issuesDeliver excellent customer service, especially in high-stress or sensitive situationsCollaborate with vendors to identify and resolve root cause issuesCommunicate system outages and updates to leadership and stakeholdersCoordinate with Tier II and Tier III support teams for issue escalation and resolutionRequired Skills & QualificationsHands-on experience in IT Help Desk / Technical SupportAbility to work night shift (11 PM - 7 AM) onsiteStrong troubleshooting and problem-solving skillsGood communication and customer service skillsAbility to handle high-pressure or critical situationsPreferred QualificationsCompTIA A+ CertificationPrior experience working with law enforcement agencies or public safety organizationsAdditional RequirementsMust be local to Phoenix, AZ at the time of submissionMust be available for in-person interviews within 1 weekMust be able to start within 2 weeks of offerBackground check and drug screening required (via HireRight)Position is 100% onsite - no remote option

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