Help Desk Representative

Expert Technology Services

Phoenix, AZ, United States

26 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

$33,280.0 - $37,440.0

Working hours

Shift work

Job source

Multitier Architecture Active Directory Internetworking Virtual Private Networks (VPN)

Provide first-level IT support by answering incoming calls from end users.

Troubleshoot and resolve technical issues related to internet connectivity, PC/desktop systems, printers, and peripheral devices.
Assist with Active Directory password resets and VPN tunnel configuration/connectivity issues.
Deliver outstanding customer service, including in high-pressure or contentious situations.
Work overnight shift (11:00 PM 7:00 AM), 100% onsite at AZDPS facility.
Coordinate with vendors to identify and resolve root cause issues.
Communicate system outages and service disruptions to leadership.
Collaborate with Tier II and Tier III support teams to keep users informed of progress/resolution.
Document incidents and resolutions per established procedures.
Adhere to security and compliance requirements (background check, drug screening, possible security clearance).

Position requires previous IT help desk experience and strong troubleshooting/customer service skills.

Must be a local candidate residing in Phoenix, AZ and able to attend in-person interviews.
Preferred: CompTIA A+ certification and/or prior experience with law enforcement agencies.

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