Job Summary Help Desk Representative (AZDPS, Phoenix, AZ)
- 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.