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# Help Desk Representative

- **Company:** Expert Technology Services
- **Location:** Phoenix, AZ, United States
- **Salary:** $33,280.0 - $37,440.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Active Directory, Internetworking, Virtual Private Networks (VPN)
- **Published:** August 10, 2026
- **Apply:** https://www.careerjet.com/jobad/us9bcb2eec18bc273c6b0da364f65f7f9d

## About the Role

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.

## Description

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).


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